Genesys Cloud Engineer - Appleton, United States - DC INTERNATIONAL INC

Description

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Genesys Cloud Engineer

Location:
Remote


POSITION SUMMARY:
EDCi provides infrastructure and call center technology services and solutions to clients throughout
Wisconsin and the Midwest. Through our partnership and certifications with leading technology
providers including Citrix, Cisco, Genesys, IBM and Microsoft, our customers receive the highest quality
of product and service the industry has to offer.
The Cloud Engineer will serve as an engineer on EDCi's Customer Care Professional Services team
providing both implementation and post implementation support. This role will closely interact with
both Field & Support Engineering aligning strategic objectives to provide "world class services" while
maintaining the highest level of quality.
Apply technical experience in associated technology field to resolve complex problems. Incorporate
advanced technical practices into processes, procedures and tools associated with service delivery.
Assist in determining solutions to complex problems and be recognized as having expertise in a technical
area.
When you join the EDCi team, you'll receive many perks, such as:
Remote work from home
Paid holidays, vacation and sick time
Bring Your Own PC Policy
Cell phone reimbursement
Casual dress
Funded training and certifications
Health, dental and vision insurance
401K match
And much more

RESPONSIBILITIES:
Responsible for design, configuration, implementation, and support of IVR/ACD scripts for Genesys Cloud Solutions
Responsible for administration and support of Genesys Cloud solutions
Coordinate and write technical papers, articles, standard operating procedures and best practices
Perform in-depth analysis combining complex technical and business issues, sometimes involving
fast-paced, business-critical, high profile problem solving.
Ability to balance both support and project work when applicable; able to meet support/project milestones
Collaborates with Technical Account Managers, Project Managers & Sales where applicable.
Support testing effort

PRIMARY/ESSENTIAL SKILLS AND QUALIFICATIONS:
2+ years experience in Genesys Cloud CX (Purecloud) technology
Genesys Could CX certification is a plus
Knowledge of Media / Voice gateway knowledge is a plus
Knowledge of SIP Protocol implementation and support Preferred
Excellent client service attitude and team focus
Understand best practices for a service organization

Development Skills/certifications as a plus are:
o Java/Java Script
o HTML
o Rest WEB Services
o Genesys Cloud CX API's
o Microsoft SQL Server
o Web-services, 3rd party API's


SECONDARY/OPTIONAL SKILLS AND QUALIFICATIONS:
1+ years experience in network administration and support is a Plus
.NET development or C# Experience is a Plus
This is a Remote (work from home) position.

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