Genesys Cloud - Operations Engineer

Accountabilities: Provide operational support for Genesys Contact Center, Workforce Management (WFM), VoIP, SIP, and telecommunications platforms. Monitor, troubleshoot, and resolve voice, contact center, and carrier-related incidents in accordance with established service level objectives. Participate in a 24/7 on-call rotation, responding to critical incidents, outages, and service disruptions. Maintain contact center routing strategies, call flows, agent configurations, reporting, and workforce optimization functions. Coordinate with telecommunications carriers, service providers, vendors, and internal technology teams to resolve issues and implement changes. Perform system administration, maintenance, upgrades, patching, and configuration management. Investigate recurring issues, conduct root cause analyses, and implement improvements to strengthen reliability and reduce operational risk. Execute infrastructure changes in accordance with established change management and documentation procedures. Develop and maintain technical documentation, operational procedures, support runbooks, and knowledge articles. Identify and implement opportunities to improve workflows through automation, scripting, APIs, orchestration tools, and AI-enabled solutions. Leverage emerging technologies to enhance monitoring, reporting, incident response, troubleshooting, and service delivery efficiency. Support disaster recovery, business continuity, and high-availability initiatives for voice and contact center systems. Collaborate with business stakeholders to understand operational needs and recommend technology and process improvements. Ensure telecommunications and contact center operations comply with applicable security, governance, and operational standards. Independently assess technical challenges, determine appropriate corrective actions, and implement effective solutions. Requirements: Bachelor's degree in Information Technology, Telecommunications, Computer Science, Engineering, or a related field, or an equivalent combination of education and professional experience. At least 3 years of experience supporting enterprise telecommunications, contact center, or unified communications environments. Hands-on experience supporting VoIP, SIP, telecommunications infrastructure, and carrier services in a large enterprise environment. Experience supporting Genesys Contact Center platforms and contact center operations. Knowledge of voice networking technologies, call routing, trunking, and telecommunications troubleshooting methodologies. Experience with incident, problem, and change management processes. Ability to troubleshoot complex technical issues and perform root cause analyses. Strong organizational skills and the ability to work independently while prioritizing multiple assignments in a fast-paced operational environment. Excellent written and verbal communication skills, with the ability to work effectively with both technical and non-technical stakeholders. Preferred Qualifications: 5 or more years of experience supporting enterprise contact center and telecommunications technologies. Experience with cloud-based contact center platforms and migration initiatives. Experience developing automation solutions using scripting, workflows, APIs, or orchestration tools. Practical experience applying AI or automation technologies to improve operational efficiency, monitoring, reporting, or service delivery. Knowledge of ITIL service management practices. Experience managing vendor relationships. Relevant industry certifications, such as Genesys Cloud, SAFe, ITIL, or AWS. Additional Work Requirements: Ability to support mission-critical systems in a 24/7 operational environment and participate in an on-call rotation. Comfort working in a SAFe Agile organization. A dedicated home workspace that protects confidential information, including protected health information (PHI) and HIPAA-related data. A self-provided internet connection with at least 25 Mbps download and 10 Mbps upload speeds. Wireless, wired cable, or DSL connections are suggested. Internet upgrades may be required if business needs are not met. Willingness to travel occasionally to company offices for training or meetings. Benefits: Base salary: $89,000–$121,400 per year for full-time employment. Actual pay may vary based on geographic location, relevant skills, experience, education, and certifications. Eligibility for a performance-based bonus incentive plan tied to company and/or individual performance. Medical, dental, and vision insurance. 401(k) retirement savings plan. Paid time off. Company and personal holidays. Paid parental and caregiver leave. Short-term and long-term disability coverage. Life insurance. Additional programs and resources supporting employee and family well-being.