Contractor Implementation Engineer (Genesys)

Sutherland is seeking a skilled Implementation Engineer (1-year contract role) with in-depth experience in the Genesys platform. This role focuses on designing, implementing, and supporting the Sutherland Genesys Engage platform, encompassing various Omni-Channel solutions.

Key Responsibilities:

1. Design, implementation, and support of Sutherland Genesys platforms (SIP Server, Genesys Routing, Inbound Voice, Genesys Outbound, Genesys Email, Genesys Chat, Genesys Social Media, Genesys Infomart, GVP, Genesys SMS, Speech Analytics, Proactive Notification, CallBack, etc.).
2. Strong understanding of SIP technology at the carrier level and expertise with Oracle (Acme Packet) and Avaya SBCs.
3. Collaboration with internal groups to gather business requirements and ensure technical solutions align with those needs.
4. Partnership with the Business and Service Delivery team to support new program solutions.
5. Development of engineering design documentation and runbooks for operations.
6. Collaboration with the development/integration team for platform support.
7. Development of monitoring solutions for proactive infrastructure monitoring and metric-driven infrastructure evolution.
8. Conducting testing and creating disaster recovery plans for fault detection, malfunction minimization, and system backups.
9. Providing expert technical consultation to resolve problems efficiently.
10. Managing vendors for escalated issues and projects within your area of influence.
11. Direct client interaction for issues, problems, or design discussions.
12. Mentoring engineers and IT technicians on infrastructure-related topics for a seamless transition to the operations team.
13. Willingness to cross-train others in relevant technologies.
14. Design and lead the implementation of infrastructure architecture based on business requirements and IT strategies.

Qualifications:

• Bachelor's degree in Computer Science, Engineering, or a related field, or 6-8 years of progressive experience.
• Expert knowledge of the Genesys Platform
• Expertise in creating Genesys eServices (Email, Chat, SMS or Social Media) routing strategies from scratch.
• At least 2 years of experience with Composer.
• Demonstrated experience delivering on multiple, simultaneous projects (6-8 years).
• Experience in vendor management (6-8 years) ensuring compliance with commitments and budget.
• Expertise with enterprise voice network infrastructures (SBCs & Gateways, SIP, circuit switching, VoIP architecture).
• Availability to be "on call" after hours for platform support.
• Working hours must correlate with EST, CST, or MST time zones.

Preferred Qualifications:

• Proven vendor management experience
• Knowledge of Avaya and Cisco CUCM

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