SchoolsFirst Federal Credit Union

Credit union offering savings, loans, accounts

Genesys Cloud Engineer - Telecom Network Engineer

Enterprise ApplicationsUpdated on Nov 12

Full-time$96.1k - $153.8kHybrid

About the Job

Requirements

A bachelor's degree with a technical major, such as engineering or computer science, or equivalent years of experience is required.
Five to seven years of contact center application and IP telephony experience is required.
Advanced knowledge of unified communications/contact center applications, with at least four years of experience with applications such as Genesys, Cisco Unified Contact Center Enterprise, Avaya, Five9, or 8x8.
Advanced knowledge of IP telephony architecture, with at least three years of practical experience with SIP trunks, session border controllers, media gateways, FXS/FXO, and codecs.
Advanced knowledge of unified communications/contact center technologies such as IVR, APIs, ACD, WFM/WFO, and omnichannel communications.
Advanced knowledge of VoIP protocols such as SIP/SDP, RTP/SRTP, WebRTC, and MGCP.
Intermediate knowledge of network communications based on TCP/IP and OSI models.
Intermediate knowledge of POTS, DS1/T1, E1, DS3, OC3, FE, GigE, and 10GigE.
Intermediate knowledge of SNMP monitoring tools, packet capture, and application log files.
Intermediate knowledge of operating systems, servers, and storage.
Intermediate knowledge of CoS and QoS designs, configurations, and support.
Intermediate knowledge of audit and security best practices, including CCPA, PII, and PCI DSS.
Advanced knowledge of UCaaS/CCaaS, with at least two years of practical experience with Genesys Cloud.

Responsibilities

Design, administer, configure, install, provision, monitor, and troubleshoot Contact Center systems to ensure availability, capacity, and performance.
Support the telecommunications infrastructure, focusing on one or more of routing and switching, voice and collaboration, and contact center.
Design, install, and configure telecommunications infrastructure systems using best-practice principles.
Design and implement highly available solutions to minimize repair and recovery efforts from hardware or software failures.
Ensure system availability and reliability through daily monitoring, performance tuning and optimization, and operating system and application patching.
Document standard operating procedures for current system administration and develop automated approaches for processes that can be improved.
Troubleshoot and resolve complex system and user issues, provide root-cause analysis, and coordinate with third-party vendor support when needed.
Collaborate with team members, service stakeholders, and vendors to fulfill service and enhancement requests.
Manage vendor relationships by defining objectives, maintaining regular communication, and establishing KPIs to assess vendor performance.
Support ongoing improvements, including periodic failover and testing, for disaster recovery and business continuity solutions.
Forecast, recommend, and implement capacity planning.
Provide after-hours maintenance and support as needed.
Provide end-user service and technical support.
Obtain relevant certifications based on the certification path identified by management.
Improve processes and technology.
Participate in scheduled huddles and meetings, report on individual metrics, analyze deviations, and discuss improvement areas with the team.
Participate in an on-call rotation supporting the production environment 24 hours a day, 7 days a week, year-round.
Perform other duties as assigned and comply with regulatory compliance and assigned training requirements, including applicable BSA regulations.
Support ongoing designs, implementations, and management of the Genesys Cloud contact center solution.
Monitor, analyze, and report on contact center performance using analytics tools for forecasting, metrics, and KPIs.
Support capacity planning, load testing, and performance tuning for contact center systems.
Manage cloud services vendors, monitor ticket escalations, coordinate upgrades, and hold vendors accountable to contractual SLAs and obligations.
Collaborate with cross-functional teams to deliver organizational projects requiring integration through Genesys Cloud APIs.
Work with internal departments to understand business requirements and provide customized contact center solutions.

Desired Qualifications

GCX-GCP Genesys Cloud CX Certified Professional certification.
GCX-GCD Genesys Cloud CX Certified Developer certification.

We’re always looking for diverse, talented, service-oriented people to join our exceptional team.

Genesys Cloud Engineer (Telecom Network Engineer)

The pay range for this position is listed below. Our pay ranges are built to allow for candidates with various levels of skill and experience to be considered, as well as for room for growth and tenure achieved in a role over time. Typical new hire salary offers fall within the minimum to midpoint of a pay range for many candidates. Any offer extended to a candidate will be based upon their unique set of knowledge, skills, education, and experience as well as internal equity.

Pay Range:

$96,110.00 - $153,777.00

Scheduled Weekly Hours:

What You’ll Be Doing

Responsible for effective design, administration, configuration, installation, provisioning, monitoring and troubleshooting to ensure availability, capacity and performance of Contact Center systems, is achieved. Perform assigned duties as listed in RACI model(s) and under general direction from manager. Collaborate with peers, architects, project managers, managers and business stakeholders on design, strategy and project activities.

Support SchoolsFirst’s complex telecommunications infrastructure, with a focus on one or more key functional areas: Routing and Switching, Voice & Collaboration and Contact Center
Design, install and configure systems for the telecommunications infrastructure, using best practice principles
Design and implement highly available solutions, in order to minimize repair and recovery efforts from hardware or software failures
Perform tasks to ensure system availability and reliability, including daily monitoring, ongoing performance tuning and optimization, and OS and application patching
Document Standard Operating Procedures (SOPs) for current system administration, while developing innovative and automated approaches for those processes which can be improved
Troubleshoot, resolve and provide root cause analysis of complex system and user issues, independently or through coordination with 3rd party vendor support
Collaborate with team members, service stakeholders and vendors to fulfill service and enhancement requests
Manage vendor relationships by defining objectives, maintaining regular communication and establishing KPI’s to assess vendor performance
Support ongoing improvements, including periodic failover and testing efforts, of disaster recovery and business continuity solutions
Forecast, recommend, and implement capacity planning
Provide after-hours maintenance and support as needed
Provide world-class end-user service and technical support
Obtain relevant certifications based on the Certification Path identified by management
Consistently strive to make improvements to our processes and technology
Participate in regularly scheduled huddles and meetings; report on individual metrics, analyze deviations, and discuss areas of improvement with the team as a whole
On call rotation supporting the production environment 24x7x365.

Additional Job Functions

Performs other duties as assigned

Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties. Failure to do so may result in disciplinary and other employment related actions

Qualifications

Bachelor's Degree with a technical major, such as engineering or computer science or equivalent years of experience required

5-7 years of contact center application and IP telephony experience required

GCX-GCP Genesys Cloud CX Certified Professional preferred

GCX-GCD Genesys Cloud CX Certified Developer preferred

GCX-ARC Genesys Cloud Architect Certification

GCP-GC Genesys Cloud Certified Professional

GCD-GC Genesys Cloud Certified Developer

Knowledge, Skills, and Abilities

Advanced knowledge of UC/CC applications with 4+ years of experience with applications such as: Genesys, Cisco Unified Contact Center Enterprise, Avaya, Five9, 8x8…

Advanced knowledge of IP telephony architecture with 3+ years of practical experience with SIP trunks, SBCs, Media Gateways, FXS/FXO, Codecs…

Advanced knowledge of UC/CC technologies (e.g. IVR, APIs, ACD, WFM/WFO, Omnichannel communications…)

Advanced knowledge of voip protocols (e.g., SIP/SDP, RTP/SRTP, WebRTC, MGCP…)

Intermediate knowledge of network communication as defined by TCP/IP and OSI models

Intermediate knowledge of POTS, DS1/T1, E1, DS3, OC3, FE, GigE and 10GigE.

Intermediate knowledge monitoring tools for SNMP, packet capturing and application log files

Intermediate knowledge of operating systems, servers and storage.

Intermediate knowledge of CoS and QoS designs, configurations and support.

Intermediate knowledge of audit and security best practices (CCPA, PII, PCI DSS, ISO).

Additional Knowledge, Skills, and Abilities

• Advanced knowledge of UCaaS/CCaaS, with 2+ years of practical experience with Genesys Cloud • Support ongoing designs, implementations and management of Genesys Cloud’s Contact Center solution • Monitor, analyze and report on contact center performance using analytic tools for forecasting, metrics, and KPI’s. • Support capacity planning, load testing and performance tuning, to ensure optimal performance of the contact center systems. • Manage cloud services vendor(s), monitoring ticket escalations, coordinating upgrades and holding them accountable to contractual SLA’s and obligations. • Collaborate with cross-functional teams to ensure successful delivery of organizational projects, which require integration through Genesys Cloud APIs • Work closely with internal departments to understand their business requirements, in order to provide customized contact center solutions.

SchoolsFirst FCU is committed to Diverse, Equitable, and Inclusive Hiring

At SchoolsFirst FCU we are dedicated to building and growing a diverse, inclusive, and authentic Dream Team, so if you’re excited about a position or wanting to make a career change but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. Many skills are transferrable and you may be just the right candidate for the position, or for other roles we are working on.

SchoolsFirst Federal Credit Union is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. SchoolsFirst FCU is an equal opportunity employer and prohibits discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibits discrimination against all individuals based on their race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, political affiliation, or genetic information.

This organization participates in E-Verify.

About the Company

SchoolsFirst Federal Credit Union

Credit union offering savings, loans, accounts

SchoolsFirst Federal Credit Union provides financial services to members, especially school employees and their families, including savings and checking, auto loans, mortgages, credit cards, investments, and insurance through branches and online tools. Members join and use member-owned accounts with online/mobile banking, deposits, payments, and planning help. It differs from many competitors by being member-owned, federally insured, and focusing on the education community, offering educator-focused loan programs and lower fees. Its goal is to help teachers and school staff manage money effectively with affordable products and education resources while building a loyal member base.

Company size: 1,001-5,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Santa Ana, CA
Founded: 1934

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