Engineer 2, Systems (Unified Communications) - Fleet Management IT

As an Engineer 2 on the Unified Communications (UC) team, you will be responsible for developing and engineering new technologies as well as completing strategic projects for our business. This role is responsible for designing, developing, testing, implementing, maintaining, and supporting moderately complex components of our UC systems. The Engineer 2, Systems role also provides incident and problem resolution for moderately complex issues. This position provides instruction and guidance to less senior team members on new tasks and assignments. Additional responsibilities include but are not limited to the following:

• Evaluate, design, and implement Genesys Cloud Contact Center and UC solutions, including call center routing and management, IVR design, and integration with other systems, such as Zoom, Zoom Phone, MS Teams, Salesforce, and others
• Work closely with cross-functional teams to define and implement call center and UC strategies, ensuring efficient use of resources and optimal customer experience
• Manage queue of enhancements working with business teams, product owners, and business analysts to identify and implement needed changes
• Troubleshoot and resolve technical issues related to UC systems, including Genesys Cloud, Zoom Phone, and related system integrations
• Collaborate with network and IT teams to ensure optimal network performance and connectivity for the Genesys Cloud Contact Center, Zoom Phone, and UC platforms
• Provide technical training assistance, documentation, and support to end-users and other technical teams to ensure efficient use and maintenance of our UC platforms
• Stay up to date with the latest Genesys Cloud, Zoom, and UC technologies and trends and recommend improvements and updates to systems as needed
• Protect our customers, our employees, and our brands by incorporating security and compliance in all decisions and daily job responsibilities, following security policies and procedures