Voice Engineer - Genesys

Position: Voice Engineer - Genesys

Location: Chicago, IL – Remote Work

Type of Employment: 12 Months Contract

Role Description:

M&A Genesys Cloud Integration:

Lead the assessment, design, and deployment of Genesys Cloud platforms during M&A activities.

Evaluate legacy contact center infrastructures and recommend integration or migration strategies.

Collaborate with business units to ensure Genesys Cloud solutions align with organizational goals.

Genesys Cloud Configuration:

• 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.

Microsoft Teams and Cisco VoIP Support:

• 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.
• Assist with integration of hybrid communication environments as needed.

Collaboration and Communication:

• Work closely with IT, network, and security teams to ensure Genesys Cloud integration aligns with broader infrastructure.
• Provide technical expertise and training to internal stakeholders during M&A projects.
• Collaborate with vendors and service providers to address system issues and escalate as needed.
• 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.
• Strong understanding of SIP, QoS, VLANs, and cloud telephony solutions.
• Excellent analytical and problem-solving skills, with the ability to work under tight deadlines.
• 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.
• Familiarity with regulatory compliance for voice systems (e.g., E911).
• Strong project management and organizational skills.
• Excellent verbal and written communication abilities.
• Ability to adapt to rapidly changing environments and requirements during M&A activities.
• Proactive problem solver with a focus on delivering high-quality results.