Unified Communications Engineer
Description
- Plans, architects, designs, analyzes, configures, installs, and upgrades Genesys Cloud CX enterprise telecommunications system, and UCaaS and CCaaS provider services.
- Serves as subject matter expert on Genesys Cloud CX architecture and consults with stakeholders when telecommunication system architecture knowledge is needed.
- Develops Genesys Cloud CX architecture deliverables that are consistent with architecture principles, standards, methodologies, and organization's best practices.
- Design, configure, and maintain Genesys Cloud CX3 environments, including Architect call flows, routing strategies, and integrations.
- Collaborate with cross-functional teams to integrate 3rd Party solutions into the contact center ecosystem.
- Develop and maintain IVR scripts, queues, skills, and user profiles in Genesys Cloud.
- Ensure high availability, performance, and security of contact center platforms.
- Implement and support workforce management, quality monitoring, and speech analytics using all available environments.
- Troubleshoot and resolve complex Genesys platform issues.
- Analyzes solutions to company’s telecommunication system challenges based on business requirements.
- Seeks and maximizes opportunities to improve telecommunications productivity, solutions quality, and cost effectiveness.
- Plans, architects, designs, implements, and upgrades various software and systems to support company operations including but not limited to:
- UCaaS and CCaaS routing via ANI, DNIS, Call Scripts, ACD, and Skills Based routing.
- Telecom Carrier circuits of various types
- Contact Center systems and contact routing for Chat, e-mail, Social Media, Outbound Dialing.
- Complex multi-telecom carrier routing plans
- Bachelor’s Degree in Computer Science or related field of study, required.
- Minimum eight (8) years’ experience with Genesys Cloud CX, or any equivalent education and/or experience from which comparable knowledge, skills and abilities have been demonstrated/achieved.
- Strong understanding of Genesys Architect for call flow design, IVR scripting, and routing strategies.
- Experience with SIP, VoIP, and network protocols.
- Hands-on experience with Genesys Cloud CX3 platform, including configuration, administration, and troubleshooting.
- Proficiency in configuring queues, skills, user roles, and permissions within the Genesys Cloud environment.
- Ability to monitor and analyze contact center performance using Genesys Cloud reporting and analytics tools.
- Knowledge of Omnichannel capabilities including voice, chat, email, and social media within Genesys Cloud.
- Extensive experience with Carrier Circuits required
- Strong communication and documentation abilities.
- Genesys certifications such as Genesys Cloud Certified Professional (GCP) – Architect or Developer, a plus
- Microsoft certifications such as MS-700: Managing Microsoft Teams or Microsoft 365 Certified: Teams Administrator Associate, a plus.
ABOUT US
ORB Innovations is a London-based startup making waves in the world of contact and combat sports. With a passion for innovation, ORB makes Smart Mouthguards that protect athletes teeth AND track their fitness, performance and wellness, providing valuable data to help them train smarter and push further... What's a Smart Mouthguard? Imagine a Fitbit, in a mouthguard!
ORB's products are the first and only of their kind, from heart-pumping beats to head-turning impacts, we've got these athletes covered with a wearable that's tailored to their sport.
Founded in 2017, ORB has spent over 5 years tirelessly working to bring this groundbreaking technology to market. Now, as ORB expands its team, join us in bringing the future of sports technology to athletes everywhere.
THE INTERVIEW PROCESS
Our process involves three stages:
- Resume Review & Short List.
- Initial Call (Depending on the role, a take home task may also be requested).
- Final Interview.
Our average process takes approximately 2-3 weeks, but we always work around your availability.
You will have the chance to speak to our recruitment team at various points during your process but if you do have any specific questions or want to talk through reasonable adjustments ahead of or during your application, please contact us at [email protected].
WHAT'S IN IT FOR YOU
We're a hardware enabled sports analytics startup with an expanding passionate team, collaborating and creating extraordinary physical & digital products that have the potential to make a significant difference to our customers lives. If you love sports and technology, this is where the two meet!
There are loads of ways we help ORB-ians do the best work. We often review and enhance our benefits, but here's a brief overview of what we offer right now. If you'd like more information on any of them, just ask!
You can see a full list of employee benefits at https://orbsport.com/pages/careers.
EQUAL OPPORTUNITY STATEMENT
We are actively creating an equitable environment for every ORB-ian to thrive.
One of our priorities is to promote diversity and inclusion, ensuring that we provide ample support for all our employees to grow within the company. Embracing diversity in all its forms and fostering an inclusive environment are essential to our ethos.
As an equal opportunity employer, we consider all applicants for employment without any bias based on ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran status, neurodiversity status, or disability status.