Senior Operations Contact Center Engineer

Fisher Investments is seeking a Senior Operations Contact Center Engineer to join their Enterprise Contact Center Operations team. The role involves troubleshooting Genesys Cloud CX platform issues, CRM integrations, and collaborating with team members to maintain the platform's effectiveness. The engineer will be responsible for technical troubleshooting, process standardization, and automation of operational tools.

Requirements

• 6+ years of experience Supporting Genesys Call Center platform
• 5+ years of deep technical experience with cloud-based global Contact Center environments
• Proficiency in contact center technologies including Call Routing, Record, Transcription, Reporting, IVR, and Work Force Optimization
• Experience with BYOC integrations and CCAAS
• Scripting and use of automation optimizing repeatable tasks
• Experience with Software, Telephony and Contact Center testing and monitoring technologies

Benefits

• 100% paid medical, dental and vision premiums
• 50% 401(k) match
• 20 days of PTO
• Family Support programs
• 20 days of paid time off plus 10 paid holidays
• Back-up child, adult, and elder care
• Paid family leave