Full-Time
Genesys Call Center Engineer
Procom
51-200 employees
Manufactures advanced antenna and DAS solutions
No salary listed
Durham, NC, USA
In Person
 Customer Experience & Support (1) |
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- Professional knowledge and experience in the design, configuration and implementation of Genesys 8.x Framework, URS, Tserver, Datamart, Infomart, Contact Center Analyzer, Call Concentrator, Stat Server, Genesys high availability architecture, Multi Channel Routing (MCR), Web Chat, Email Routing, GPlus Adapter for Siebel.
- In-depth knowledge and experience with Avaya ACD(EAS), IVR, CMS, CentreVu, Vectoring deployed on Avaya’s Communication Manager platform, AT&T Route IT, Toll free routing with advanced features.
- Experience with call center (ACD & Vectoring), workforce management, IVR, CTI, speech recognition, quality monitoring, skills, Intelligent Call Routing, IXC/LEC routing methodologies and experience with Avaya, or Genesys telephony systems related to contact center applications are preferred.
- Experience with Nuance, SpeechWorks, or ScanSoft speech application design and/or development experience desirable, but not mandatory.
- Experience with Siebel CRM integration, VXML programming or SQL/Oracle query languages a plus.
- Detailed understanding of enterprise system interactions and integrations
- Genesys 7 or 8 GCP-CIV or Genesys GCP-DIV or Genesys GCP-CVE, Avaya ACS Design-Contact Center or Cisco CCNA certifications or above a plus
- Strong understanding of networking technologies including; TCP/IP, DHCP, TFTP, VLAN, QoS, VoIP
- Understanding of IP addressing schemes and VLAN designs.
- Experience with configuration and implementation of data switches and routers; knowledge of Cisco a plus.
- Ability to analyze end-to-end TCP/IP protocol trace to identify network connectivity issues is a strong plus
- Experience with such diagnostic tools as Ethereal, PC Anywhere, and NetIQ.
- Proficiency in downloading software, firmware, updates and patches to communications products;
- Overall knowledge of Avaya S8xxx platform and Communication Manager is highly desirable; Avaya
- Familiarity with PC-based apps a plus (i.e.: IP Softphone, IP Agent, Softconsole)
- The Contact Center Engineer is accountable for the strategy, planning, design, project execution, and overall health of the IT infrastructure systems.
- This role leads operational and project support for the delivery and operations team that provides a managed service for telephony and contact centers technologies.
Procom designs and manufactures advanced antennas, Distributed Antenna Systems (DAS), and signal combiners and filters for critical communications in public safety, aviation, telecom, IoT, transportation, and industrial sectors, with factories in Denmark and the UK. Its systems distribute radio signals to keep networks strong in large spaces or harsh environments, while combiners merge multiple signal paths and filters remove unwanted frequencies to ensure reliable transmission. It differentiates itself by focusing on mission-critical, high-reliability equipment tailored for professionals like police, firefighters, defense forces, airlines, and shipping, with Europe-based manufacturing that supports quality control and customization. Its goal is to provide dependable communication infrastructure that enables safe, efficient operations for critical services worldwide.
Company Size
51-200
Company Stage
N/A
Total Funding
N/A
Headquarters
Frederikssund, Denmark
Founded
1980
Your Connections
People at Procom who can refer or advise you
Simplify's Take
What believers are saying
- PMRExpo 2024 launched 450 MHz hybrid combiner for PMR/LTE.
- Wideband 380-470MHz combiners support TETRA, public safety.
- ATEX-certified antennas dominate hazardous industrial environments.
What critics are saying
- Ericsson Cobham acquisition displaces Procom in 50–70% police contracts within 12–24 months.
- Nokia AirScale undercuts Procom pricing by 20–30% in aviation bids next 6–12 months.
- Nanjing Amphenol replicas halve Procom margins in shipping sales within 6–12 months.
What makes Procom unique
- PRO-COM150-HDAR-4 fits 19” 3 HU trays for 6.25 kHz spacing.
- PRO-HDAR integrates TX combiner, RX multicoupler, duplex filter.
- PRO-MCU380 serves mobile law enforcement and fire brigades.
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Benefits
Remote Work Options
Company News
At this weeks' PMRExpo 2024, Amphenol Procom announced the introduction of their new Broadband and Compact Hybrid Combiner for the PMR/LTE 450 MHz range, designed to deliver exceptional RF reliability while offering unparalleled flexibility.
Procom have recently added two new combiner systems to its wide range of combining products.