Senior Operations Contact Center Engineer

Fisher Investments is seeking a Senior Operations Contact Center Engineer to join their team and maintain their global contact center. The role involves troubleshooting Genesys Cloud CX platform issues, collaborating with team members, identifying areas for improvement, and contributing to ongoing improvements in operational tools and processes. The position requires strong technical skills and a proactive approach to problem-solving.

Requirements

• 6+ years of experience Supporting Genesys Call Center platform
• 5+ years of deep technical experience working with cloud-based Globally deployed 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

Benefits

• 100% paid medical, dental, and vision premiums
• 401(k) match
• Paid time off
• Paid caregiver leave
• Family support programs
• Generous vacation days