Job Description

Genesys Cloud Engineer (Telecom Network Engineer)We're always looking for diverse, talented, service-oriented people to join our exceptional team.The pay range for this position is listed below. Our pay ranges are built to allow for candidates with various levels of skill and experience to be considered, as well as for room for growth and tenure achieved in a role over time. Typical new hire salary offers fall within the minimum to midpoint of a pay range for many candidates. Any offer extended to a candidate will be based upon their unique set of knowledge, skills, education, and experience as well as internal equity.Pay Range:$96,110.00 - $153,777.00Scheduled Weekly Hours: 40What You'll Be DoingResponsible for effective design, administration, configuration, installation, provisioning, monitoring and troubleshooting to ensure availability, capacity and performance of Contact Center systems, is achieved. Perform assigned duties as listed in RACI model(s) and under general direction from manager. Collaborate with peers, architects, project managers, managers and business stakeholders on design, strategy and project activities.Support SchoolsFirst's complex telecommunications infrastructure, with a focus on one or more key functional areas: Routing and Switching, Voice & Collaboration and Contact CenterDesign, install and configure systems for the telecommunications infrastructure, using best practice principlesDesign and implement highly available solutions, in order to minimize repair and recovery efforts from hardware or software failuresPerform tasks to ensure system availability and reliability, including daily monitoring, ongoing performance tuning and optimization, and OS and application patchingDocument Standard Operating Procedures (SOPs) for current system administration, while developing innovative and automated approaches for those processes which can be improvedTroubleshoot, resolve and provide root cause analysis of complex system and user issues, independently or through coordination with 3rd party vendor supportCollaborate with team members, service stakeholders and vendors to fulfill service and enhancement requestsManage vendor relationships by defining objectives, maintaining regular communication and establishing KPI's to assess vendor performanceSupport ongoing improvements, including periodic failover and testing efforts, of disaster recovery and business continuity solutionsForecast, recommend, and implement capacity planningProvide after-hours maintenance and support as neededProvide world-class end-user service and technical supportObtain relevant certifications based on the Certification Path identified by managementConsistently strive to make improvements to our processes and technologyParticipate in regularly scheduled huddles and meetings; report on individual metrics, analyze deviations, and discuss areas of improvement with the team as a wholeOn call rotation supporting the production environment 24x7x365.Additional Job FunctionsPerforms other duties as assignedComplies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties. Failure to do so may result in disciplinary and other employment related actionsQualificationsBachelor's Degree with a technical major, such as engineering or computer science or equivalent years of experience required5-7 years of contact center application and IP telephony experience requiredGCX-GCP Genesys Cloud CX Certified Professional preferredGCX-GCD Genesys Cloud CX Certified Developer preferredGCX-ARC Genesys Cloud Architect CertificationGCP-GC Genesys Cloud Certified ProfessionalGCD-GC Genesys Cloud Certified DeveloperKnowledge, Skills, and AbilitiesAdvanced knowledge of UC/CC applications with 4+ years of experience with applications such as: Genesys, Cisco Unified Contact Center Enterprise, Avaya, Five9, 8x8…Advanced knowledge of IP telephony architecture with 3+ years of practical experience with SIP trunks, SBCs, Media Gateways, FXS/FXO, Codecs…Advanced knowledge of UC/CC technologies (e.g. IVR, APIs, ACD, WFM/WFO, Omnichannel communications…)Advanced knowledge of voip protocols (e.g., SIP/SDP, RTP/SRTP, WebRTC, MGCP…)Intermediate knowledge of network communication as defined by TCP/IP and OSI modelsIntermediate knowledge of POTS, DS1/T1, E1, DS3, OC3, FE, GigE and 10GigE.Intermediate knowledge monitoring tools for SNMP, packet capturing and application log filesIntermediate knowledge of operating systems, servers and storage.Intermediate knowledge of CoS and QoS designs, configurations and support.Intermediate knowledge of audit and security best practices (CCPA, PII, PCI DSS, ISO).Additional Knowledge, Skills, and Abilities SchoolsFirst FCU is committed to Diverse, Equitable, and Inclusive HiringAt SchoolsFirst FCU we are dedicated to building and growing a diverse, inclusive, and authentic Dream Team, so if you're excited about a position or wanting to make a career change but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. Many skills are transferrable and you may be just the right candidate for the position, or for other roles we are working on.SchoolsFirst Federal Credit Union is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. SchoolsFirst FCU is an equal opportunity employer and prohibits discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibits discrimination against all individuals based on their race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, political affiliation, or genetic information.This organization participates in E-Verify.

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