Contractor Implementation Engineer (Genesys)
Sutherland is hiring a remote Contractor Implementation Engineer (Genesys). The career level for this job opening is Experienced and is accepting Houston, TX based applicants remotely. Read complete job description before applying.
Sutherland
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Sutherland is seeking a skilled Implementation Engineer with deep experience in the Genesys platform for a 6-12 month contract role. The role focuses on designing, implementing, and supporting the Genesys platform, including Omni-Channel solutions (SIP Server, Genesys Routing, Inbound Voice, Genesys Outbound, Email, Chat, Social Media, Infomart, GVP, SMS, Speech Analytics, Proactive Notification, CallBack, etc.).
Responsibilities:
- Design, implement, and support Sutherland Genesys platforms.
- Collaborate with internal teams to gather business requirements and ensure technical solutions meet those needs.
- Partner with Business and Service Delivery for new program solutions.
- Develop engineering documentation and runbooks for operations.
- Support development/integration teams on platform issues.
- Design monitoring solutions for infrastructure team.
- Conduct testing and create disaster recovery plans.
- Provide technical consultancy for problem resolution.
- Manage vendors on escalated issues.
- Communicate with clients regarding issues and design.
- Mentor engineers and technicians.
- Cross-train others in relevant technologies.
- Design and lead infrastructure architecture based on business requirements.
Skills and Experience:
- Expert knowledge of Genesys Platform.
- Expert in creating Genesys eServices routing strategies.
- Minimum 2 years Composer experience.
- 6-8 years experience on multiple, simultaneous projects.
- 6-8 years vendor management experience.
- Expertise with enterprise voice networks (SBCs & Gateways, SIP, VoIP).
- Strong knowledge of SIP, Oracle (Acme Packet) and Avaya SBCs, and TDM Gateways (AudioCodes M3Ks, G450s).
Education and Qualifications:
- BS in Computer Science, Engineering, or related field, or 6-8 years of progressive experience.
Preferred Qualifications:
- Experience in vendor management.
- Knowledge of Avaya and Cisco CUCM.