Contractor Implementation Engineer (Genesys)

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.

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