Lead Engineer – Consulting and Services
| Company | Genesys |
|---|---|
| Location | Washington, DC, USA, Texas, USA, Florida, USA, New York, NY, USA, North Carolina, USA, Ohio, USA, Indiana, USA, Michigan, USA |
| Salary | $152900 – $283900 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Expert or higher |
Requirements
- 10+ years of experience in contact center application development or support.
- At least 3 years of hands-on experience with the Genesys Cloud Platform.
- Strong working knowledge of Amazon Web Services (AWS).
- Demonstrated experience working with APIs, JSON, and JavaScript for systems integration and development.
- Effective verbal and written communication skills.
- Proficiency in tools such as Wireshark, MS Visio, Microsoft Office Suite, and Outlook.
Responsibilities
- Partner with Project Managers to ensure successful project delivery.
- Execute technical implementation activities from post-sale through support transition.
- Adhere to PSO implementation standards and best practices.
- Validate test plans and provide regular project status updates.
- Deliver onsite and remote support for customer escalations.
- Maintain an average of 70% billable utilization across projects.
- Proactively identify and resolve engagement-related issues.
- Support internal teams with escalated service calls and maintenance activities.
- Deliver technical training sessions to internal and external stakeholders.
- Uphold a customer-first mindset and professionalism in high-pressure scenarios.
- Submit timesheets, expense reports, and project documentation on time.
- Maintain clear and consistent communication with project teams and leadership.
- Contribute to internal process improvements and documentation initiatives.
- Comply with department protocols and workflow standards.
- Stay current with emerging technologies through continuous learning and certifications.
- Build and maintain lab environments to enhance technical skills.
Preferred Qualifications
- Experience with Genesys Cloud Edge, AudioCodes, and IP telephony hardware.
- Familiarity with network infrastructure including routing and switching (Cisco, Juniper).
- Proven ability to manage escalations and communicate with business stakeholders.
- Understanding of cloud-based change control processes and service operations.