Contractor Implementation Engineer (Genesys Engage)

Sutherland is seeking a skilled Implementation Engineer (1-year contract role) with deep experience in the Genesys platform. This position is focused on designing, implementing, and supporting the Sutherland Genesys Engage platform.

Key Responsibilities:

1. Design, implement, and support Sutherland Genesys Engage platform (Omni-Channel solution platform).
2. Strong SIP knowledge at carrier level. Oracle (Acme Packet) and Avaya SBC knowledge.
3. Collaborate with Sutherland teams to gather business requirements and align technical solutions.
4. Partner with Business and Service Delivery for new program solutions.
5. Create detailed engineering documentation and runbooks for operations.
6. Support development/integrations team for platform issues.
7. Develop monitoring solutions for infrastructure and optimize infrastructure.
8. Conduct testing and develop disaster recovery plans.
9. Provide expert technical consultation to quickly resolve problems.
10. Manage vendors on escalated issues.
11. Interact directly with clients regarding issues and design.
12. Mentor engineers and technicians on infrastructure support.
13. Cross-train team members on various technologies.
14. Design and lead the implementation of infrastructure architecture based on business requirements.
15. On-call support for operations team during platform outages.

Qualifications:

• BS in Computer Science/Engineering or equivalent experience (6-8 years)
• Expert knowledge of Genesys Platform.
• Proficient in creating Genesys eServices (email, chat, SMS, social media) routing strategies.
• 2+ years of Composer experience.
• 6-8+ years experience on multiple simultaneous projects.
• 6-8+ years of vendor management experience to ensure compliance and budget.
• Expertise in enterprise voice network infrastructure (SBCs, Gateways, SIP, VoIP).
• Availability within EST, CST, or MST time zones.

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