Genesys Systems Engineer

| Austin

Job Description

The Genesys Systems Engineer will be part of an internal team that is responsible for building, managing, and supporting the Genesys premise solution for our offices and contact center. Responsibilities include design and implementation of telecommunication systems, including the ongoing maintenance of Genesys contact center ACD, IVR, Chat, and Mobile solutions.

What you'll do: 

  • Analyze business requirements, provide time estimates, create and modify Call Flow Diagrams, preparation of design documents, system development, and production handover.
  • Provide feedback to management, vendors and technical operations as appropriate to assess computing needs and system requirements as they pertain to administration of the contact center systems
  • Act as a liaison to vendors to ensure proper installation, service and billing for telecommunications equipment, software and services.
  • Coordinate with Genesys, internal technical teams, and other staff as necessary to gain assistance and resolve problems with the platform and associated applications
  • Continuously improve system performance reports, perform root cause analysis for system outages; suggest improvements to ensure system up-time
  • Understand and ensure system service level goals are met

Qualifications:

  • 3+ years professional knowledge and experience in the design, configuration and implementation of Genesys 8.x Framework, CIM, SIP Server, HA architecture, Multi-Channel Routing, Web Chat, and Audiocodes eSBC,
  • 4+ years' experience with call center ACD, IVR, CTI, speech recognition, quality monitoring, skills, WFM, call recording, and reporting as related to contact center applications
  • Bachelor degree with an emphasis on IS/IT or a minimum of 6 years of progressively responsible positions in contact center software, telecom and network technology
  • Strong understanding of networking technologies including; TCP/IP, DHCP, TFTP, VLAN, SIP, UDP, QoS, and VoIP
  • Ability to analyze end-to-end TCP/IP protocol trace to identify network connectivity issues
  • Ability to interface and cultivate excellent working relationships with technology teams, business analysts, and vendors

Preferred skills:

  • Possess current Genesys certifications
  • Experience integrating Genesys with third party applications including but not limited to Salesforce

 

LegalZoom is an Equal Opportunity Employer, dedicated to diversity.

 

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Location

9900 Spectrum Dr, Austin, TX 78717

What are LegalZoom Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Perks & Discounts
Company Outings

Additional Perks + Benefits

Benefits are an important part of your total rewards package here at LegalZoom. We offer a competitive and comprehensive benefits package with various choices for your and/or family members’ welfare needs. We provide these benefits not only to support you through important events in your life, but also to enhance your life outside work and help you prepare for the future.

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