Implementation Engineer Genesys Engage-Omni ChannelCX Contact 1-Year Contract

Sutherland is looking for a skilled Implementation Engineer (1year contract role) with deep experience in the Genesys platform. 

The primary purpose of this position is to design implement and support Sutherland Genesys Engage platform. Genesys Engage OmniChannel solution platform includes SIP Server Genesys Routing Inbound Voice Genesys Outbound Genesys Email Genesys Chat Genesys Social Media Genesys Infomart GVP Genesys SMS Speech Analytics Proactive Notification CallBack etc.  

Qualified individuals must have the ability to perform the following duties:  

1. Responsible for the design implementation and support of Sutherland Genesys platforms.  Genesys Engage OmniChannel solution platform includes SIP Server Genesys Routing Inbound Voice Genesys Outbound Genesys Email Genesys Chat Genesys Social Media Genesys Infomart GVP Genesys SMS Speech Analytics Proactive Notification CallBack etc.  

2. Strong knowledge of SIP from the carrier level.  Strong knowledge of Oracle (Acme Packet) and Avaya SBCs 

3. Responsible for working closely with the partnering groups within Sutherland to gather business requirements and ensure that our technical offering satisfies those requirements.   

4. Partners with the Business and Service Delivery team to assist with new Program solutions.  

5. Responsible for Engineering design documentation along with Runbooks for Operations. 

6. Partners with development/integrations team for platform support when needed. 

7. Develop monitoring solutions to provide proactive monitoring capabilities for the infrastructure team and utilize these metrics to continue the evolution of the infrastructure. 

8. Conduct testing and develop disaster recovery plans to detect faults minimize malfunctions and backup systems. 

9. Provide highest level of technical consultancy to ensure problem resolution is achieved in the shortest possible timeframe 

10. Manages vendors on escalated issues and projects specific to your area of influence. 

11. Interacts directly with client related to issues problems or overall design. 

12. Mentors Engineers and IT Solutions Technicians on infrastructure related to area of influence for proper transition to Operations team for platform support. 

13. Willingness and ability to cross train others in the varying technologies related to area of influence. 

14. Design and lead the implementation of Infrastructure architecture based on enterprise business requirements and IT Strategies. 

Qualifications :

• BS in Computer Science Engineering or related field or 68 years progressive experience required.
• The candidate will be required to be on call after hours to support the operations team in the event of platform outages.  

• Expert knowledge of Genesys Platform
• Expert in creating Genesys eServices (Email Chat SMS or Social Media) routing strategies from scratch
• At least 2 years of experience on Composer.
• 68 years demonstrated experience delivering on multiple simultaneous projects.
• 68 years experience with vendor management and performance to ensure compliance with commitments and budget.
• Expertise with enterprise voice network infrastructures (SBCs & Gateways SIP circuit switching VoIP architecture).
• Working hours must correlate to EST CST or MST time zones

 PREFERRED QUALIFICATIONS:

• Demonstrated experience in vendor management
• Knowledge of Avaya and Cisco CUCM is a plus

Additional Information :

All your information will be kept confidential according to EEO guidelines.

We are open to candidates based in the United States Canada Mexico Colombia or the UK!

EEOC and Veteran Documentation
During employment employees are treated without regard to race color religion sex national origin age marital or veteran status medical condition or handicap or any other legally protected status.
At times government agencies require periodic reports from employers on the sex ethnicity handicap veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping reporting and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information please note that all 
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.
Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.

Remote Work :

Yes

Employment Type :

Fulltime