Senior Operations Contact Center Engineer

Fisher Investments is seeking a Senior Operations Contact Center Engineer to join their team. The role involves troubleshooting Genesys Cloud CX platform issues, CRM platform integrations, and collaborating with team members to ensure the effectiveness of the contact center in meeting business needs. The engineer will support teams and vendors to uphold the platform's effectiveness and contribute to future global growth.

Requirements

• 6+ years of experience Supporting Genesys Call Center platform
• 5+ years of deep technical experience working with cloud-based Contact Center environments
• Proficient in contact center technologies including Call Routing, Call Recording, Transcription, Historical Reporting, IVR Solutions, Omni-Channel solutions, Work Force Optimization and CRM Integrations
• Experience implementing and supporting BYOC integrations with CCAAS
• Scripting and use of automation optimizing repeatable tasks by REST APIs
• Experience with software, telephony and Contact Center testing and monitoring technologies such as Cyara or other comparable monitoring software
• Experience analyzing Genesys Cloud logs through Splunk, AWS Event Bridge and building technical dashboards with applicable errors to promote faster remediation and proactive monitoring
• Integration support with Salesforce and ServiceNow
• Experience with Agile / Scrum methodologies, Collaborating on JIRA and Confluence
• Team-oriented, collaborative, proven experience leading programs to successful implementation and completion
• Genesys training and certification

Benefits

• 100% paid medical, dental and vision premiums
• 50% 401(k) match
• 20 days of PTO
• Paid Family Support programs
• Generous Paid Time Off