Genesys Cloud Voice Engineer

Role Overview:

This role involves leading the assessment, design, and deployment of Genesys Cloud platforms during M&A activities, evaluating legacy contact center infrastructures, and recommending integration or migration strategies.

Key Responsibilities:

• Configure and optimize Genesys Cloud applications, routing, and workforce management systems.
• Manage and integrate telephony solutions with SIP trunks and cloud infrastructure.
• Develop and implement call flow designs and routing strategies to ensure operational continuity.
• Serve as backup support for Microsoft Teams Phone System configurations, including Direct Routing and SBC management.
• Provide expertise on Cisco Unified Communications Manager (CUCM) systems during M&A activities if required.

Required Skills:

• 5+ years of experience in voice engineering with a focus on Genesys Cloud implementations.
• Strong knowledge of Genesys Cloud architecture, call routing, and telephony integrations.
• Familiarity with Microsoft Teams Phone System and Cisco VoIP solutions.
• Demonstrated experience in M&A voice system integrations and migrations.

Qualifications:

• Certifications such as Genesys Cloud Certified Professional (GCP-GC) or Microsoft Teams Voice Engineer Expert.
• Experience with contact center analytics and reporting tools.
• Knowledge of hybrid telephony environments and cloud migration strategies.