Senior Telecom Engineer (Genesys Cloud)

Meet the team: 

This is a dynamic position responsible for configuring, maintaining, and supporting the enterprise Contact Center environment. The role’s primary focus will be the administration, maintenance and operation of cloud platforms and the support of our end-users.  The Senior Telecom Engineer will maintain Cloud telephony systems, manage Contact Center configuration, investigate, and support voice network platform, and troubleshoot with our partner Cloud Vendors and Telco Carriers.  

Where you come in:  ​

• Deploy, Configure and Support all aspects of the Genesys Cloud customer contact center platform. This includes:
  • Admin configuration of:
    •  Users, Roles, Permissions, Divisions, WebRTC phones, Sites, and Locations
    •  Queues, Skills, Call Routes, Schedules, Data Tables
    •  Email Domains, SMTP Relay, Email Wizard
    •  Recording and Evaluation Policies
  •  Performance Workspace Reports
    •  Queue Activity and Performance
    •  Agent Activity and Performance
    •  DNIS Performance
    •  Dashboards
  •  Architect configuration of
    •  Inbound Call Flows
    •  Inqueue Call Flows
    •  Email Flows
    •  Prompts

• Design, build, and maintain Genesys Cloud configurations, including queues, skills, call routing, Architect flows, schedules, data tables, recording policies, dashboards, and performance reporting.
• Manage Genesys Cloud Voice services, DID inventory, number management, BYOC SIP trunking, and carrier connectivity to support inbound and outbound communications.
• Collaborate with telecom carriers, cloud vendors, and service providers to maintain reliable voice services and resolve telephony-related issues.
• Perform identification, diagnosis, root cause analysis, and resolution of SaaS platform, cloud infrastructure, telephony, and voice network issues, while effectively communicating impact and remediation plans to stakeholders.
• Develop and maintain monitoring, alerting, performance analytics, and capacity planning processes for Contact Center and Unified Communications platforms, leveraging tools such as Cyara VoiceAssure and ResolveAX where applicable.
• Drive continuous improvement through automation, process optimization, and the use of Genesys APIs, Genesys CX as Code, Python, Terraform, and AI-driven insights.
• Ensure software-based endpoints and communication platforms are configured and maintained in accordance with security standards, best practices, and regulatory requirements.
• Partner with IT Service Desk, Network Engineering, Infrastructure, and Security teams to support enterprise communication services and lead projects through planning, testing, implementation, change management, and post-production support.
• Ensure compliance with organizational policies and regulatory requirements, including SOC, FDA, PCI, and HIPAA, while maintaining accurate technical documentation and operational procedures.
• Assume and perform other duties as assigned.

What makes you successful: 

• 4-5 years Contact Center and UC support required; overall typically 5+ years experience.

• Your Genesys Cloud Professional and/or Genesys Cloud Developer certifications highly desirable.   

• Your experience supporting carrier circuit deployments with services such as POTS, PRI, T1, VOIP, and SIP. 

• Your solid understanding of TCP/IP network protocols, including common application protocols.   

• Your ability to systematically troubleshoot problems in complex systems and network environments.   

• Your experience with Active Directory, OKTA and LDAP authentication systems.   

• Strong ITIL knowledge driving effective incident, problem, and change management. 

• Bachelor's degree (B. A.) from four-year college or university. 

What you’ll get: 

• A front row seat to life changing CGM technology. Learn about our brave #dexcomwarriors community. 

• A full and comprehensive benefits program.  

• Growth opportunities on a global scale.  

• Access to career development through in-house learning programs and/or qualified tuition reimbursement.   

• An exciting and innovative, industry-leading organization committed to our employees, customers, and the communities we serve.   

Travel Required:  

•  0-25%