- Support and troubleshoot contact center technologies
- Collaborate on the design of the contact center platform
- Standardize processes and standards
- Assess current technology landscapes for improvements
- Manage user roles and permissions
- Create and manage operational reports
- Conduct performance test scenarios
- Enhance operational tools and processes
- Collaborate with Application Support Teams
- Ensure contact center solutions meet business service levels
- Lead technical troubleshooting sessions
- Troubleshoot WebRTC connectivity and audio issues
- Monitor and manage contact center applications
- Prioritize and address system changes and requests
- 6+ years of experience with Genesys Call Center platform
- 5+ years of technical experience in cloud-based Contact Center environments
- Proficient in contact center technologies
- Experience with BYOC integrations
- Scripting and automation expertise
- Experience with Contact Center testing and monitoring
- Integration support with Salesforce and ServiceNow
- Knowledge of Agile methodologies
- Proven experience in leading programs to successful completion
- Familiarity with Cisco Unified Communications Platform
- Genesys training and certification
- $125,000 - $165,000 base salary per year in WA state
- Eligible for discretionary bonus based on performance
- 100% paid medical, dental, and vision premiums
- 50% 401(k) match
- Generous PTO and paid holidays
- Family Support programs
- Fertility and family-forming benefits
- Hybrid work from home program
Senior Operations Engineer - Fairview, United States - Fisher Investments
Description
It's a great time to become a part of Fisher Investments as we are heavily investing in our firm's technology and information security. With our business expanding globally, it's crucial to build a top-notch team that will drive future international growth through innovative solutions and progress. We play a significant role in supporting our diverse businesses and are enthusiastic about strengthening our foundation by adding more skilled technologists to our Technology team.
Exciting Opportunity:
Join us as a Senior Operations Contact Center Engineer and be a key member of the Enterprise Contact Center Operations team responsible for the optimal functioning, enhancement, and overall well-being of the Genesys Contact Center CX platform.
Your role involves troubleshooting issues with the Genesys Cloud CX platform, CRM platform integrations, analytic applications, and collaborating with team members to ensure the platform's efficiency in meeting our requirements and sustaining business operations. You will take part in technical troubleshooting sessions, provide support to teams and vendors, address complex voice quality challenges, and work towards effective resolutions. Reporting to the Enterprise Contact Center Infrastructure Manager, you will be at the forefront of ensuring seamless operations.
Daily Responsibilities:
Your Qualifications:
Compensation:
Why Fisher Investments:
At Fisher Investments, we strive for a higher purpose: enhancing the investment landscape. We take pride in our inclusive culture, personalized learning and development framework, and our Great Place to Work Certification. Our people drive the Fisher purpose, and we invest in them by offering outstanding benefits such as:
FISHER INVESTMENTS IS AN EQUAL OPPORTUNITY EMPLOYER