Senior Operations Contact Center Engineer

Overview

It's an exciting time to join Fisher Investments; we're investing in the future of our firm's technology and information security. Our business is growing internationally, which emphasizes the need to build an unparalleled team that promotes future global growth through strategic solutions and progress. We are looking for a Senior Operations Contact Center Engineer to join our team and assist us in supporting and maintaining our global contact center.

The Opportunity:

As a senior operations contact center engineer, you will be part of the Enterprise Contact Center Operations teams responsible for ensuring the smooth operation, optimization, and overall health of the Genesys Contact Center CX platform. Your will troubleshoot Genesys Cloud CX platform issues, CRM platform integrations, analytic applications, and collaborating with team members to uphold the platform's effectiveness in meeting business needs and continues business operations. You will participate in technical troubleshooting sessions alongside core team members, supporting teams and vendors, addressing complex voice quality issues, and actively working towards resolutions. You will report to the Enterprise Contact Center Application Manager.

The Day-to-Day:

• Support and troubleshoot contact center technologies which include Call Recording/Transcription Applications, Inbound / Outbound Routing Strategies, IVR, Workforce Management, SIP, BYOC, CTI Integration, WebRTC, Softphones, Genesys Web Browser Extension and analytics
• Collaborate with peers and other technical teams on the end state design of the contact center platform and telephony requirement
• Work closely with team lead on standardization of processes and standards
• Conduct in-depth assessments of current technology landscapes and existing infrastructure to identify areas for improvement and integration of cutting-edge monitoring and test automation technologies
• Define and manage user roles and permissions in system to meet business requirements
• Define and manage contact center operational reports and business facing reports.
• Proficient in write, maintain and execute performance test scenarios, strategy and document test status and results
• Continue to improve the effectiveness of operational tools, processes and identify opportunities for improvements
• Collaborate with Support Teams to ensure proper integration with third-party solution like Salesforce, Cisco UC, Observe.AI, PureInsight, AudioCodes
• Work with Technology Business Support team to ensure Contract Center solutions are meeting business service levels
• Lead technical troubleshooting sessions to restore service, manage incidents, and take the team lead, stakeholders through the process
• Troubleshoot complex WebRTC connectivity and audio issues reported by in-office and remote users
• Monitor and manage of contact center applications to ensure overall system performance, accessibility, and usability
• Ensure system changes and requests are prioritized and addressed directly, or with vendor technical support

• 6+ years of experience Supporting Genesys Call Center platform.
• 5+ years of deep technical experience working with cloud-based Globally deployed Contact Center environments
• Proficient in contact center technologies including Call Routing, Call Recording, Transcription, Historical Reporting, IVR Solutions, Omni-Channel solutions, Work Force Optimization and CRM Integrations
• Experience implementing and supporting BYOC integrations with CCAAS
• Scripting and use of automation optimizing repeatable tasks by REST APIs
• Experience with software, telephony and Contact Center testing and monitoring technologies such as Cyara or other comparable monitoring software
• Experience analyzing Genesys Cloud logs through Splunk, AWS Event Bridge and building technical dashboards with applicable errors to promote faster remediation and proactive monitoring
• Integration support with Salesforce and ServiceNow
• Experience with Agile / Scrum methodologies, Collaborating on JIRA and Confluence
• Team-oriented, collaborative, proven experience leading programs to successful implementation and completion
• Genesys training and certification
• Knowledge of telephony platforms such as Cisco Unified Communications, Cisco SBC, WedEx Calling and Audio Codes

• 100% paid medical, dental and vision premiums for you and your qualifying dependents
• A 50% 401(k) match, up to the IRS maximum
• 20 days of PTO, plus 10 paid holidays
• Family Support programs including 8 week Paid Primary Caregiver Leave, $10,000 fertility, family forming, and hormonal health assistance, and back-up child, adult, and elder care
• This is an in-office role. Based on your role, tenure, and performance eligibility you may have the opportunity to participate in our hybrid work from home program. This program is subject to change.