It's an exciting time to join Fisher Investments; we're investing in the future of our firm's technology and information security. Our business is growing internationally, which emphasizes the need to build an unparalleled team that promotes future global growth through strategic solutions and progress. We are important to supporting our firm's diverse businesses, and we're excited to continue solidifying that foundation as we add more experienced technologists to our Technology team.
The Opportunity:
As a Senior Operations Contact Center Engineer, you will be part of the Enterprise Contact Center Operations teams responsible for ensuring the smooth operation, optimization, and overall health of the Genesys Contact Center CX platform.
Your responsibilities will include troubleshooting Genesys Cloud CX platform issues, CRM platform integrations, analytic applications, and collaborating with team members to uphold the platform's effectiveness in meeting our needs and continues business operations. You will participate in technical troubleshooting sessions alongside other team members, supporting teams and vendors, addressing complex voice quality issues, and actively working towards resolutions. You will report to the Enterprise Contact Center Infrastructure Manager.
The Day-to-Day:
Support and troubleshoot contact center technologies which include Call Recording/Transcription Applications, Inbound / Outbound Routing Strategies, IVR, Workforce Management, SIP, BYOC, CTI Integration, WebRTC, Softphones, Genesys Web Browser Extension and Analytics and ReportingCollaborate with peers and other technical teams on the end state design of the contact center platform and telephony requirementWork closely with team lead on standardization of processes and standardsConduct in-depth assessments of current technology landscapes and existing infrastructure to identify areas for improvement and integration of cutting-edge monitoring and test automation technologiesDefine and manage user roles and permissions in system to meet our requirementsDefine and manage contact center operational reports and business facing reportsProficient in write, maintain and execute performance test scenarios, strategy and document test status and resultsContinue to improve the effectiveness of operational tools, processes and identify opportunities for improvementsCollaborate with Application Support Teams to insure proper integration with third party solution like Salesforce, Cisco UC, Observe.AI, PureInsightWork with Technology Business Support team to ensure Contract Center solutions are meeting business service levelsLead technical troubleshooting sessions to restore service, manage incidents, and ensure effective communication with team lead, stakeholders through the processTroubleshoot complex WebRTC connectivity and audio issues reported by in-office and remote users. Monitor and manage of contact center applications to ensure overall system performance, accessibility, and usabilityEnsure system changes and requests are prioritized and addressed directly, or with vendor technical supportYour Qualifications:
6+ years of experience Supporting Genesys Call Center platform5+ years of deep technical experience working with cloud-based Globally deployed Contact Center environmentsProficient in contact center technologies including Call Routing, Call Recording, Transcription, Historical Reporting, IVR Solutions, Omni-Channel solutions, Work Force Optimization and CRM IntegrationsExperience implementing and supporting BYOC integrations with CCAASScripting and use of automation optimizing repeatable tasks by REST APIsExperience with software, telephony and Contact Center testing and monitoring technologiesIntegration support with Salesforce and ServiceNowExperience with Agile / Scrum methodologies, Collaborating on JIRA and ConfluenceTeam-oriented, collaborative, proven experience of leading programs to successful implementation and completionKnowledge of Cisco Unified Communications Platform and Cisco SBCGenesys training and certificationCompensation:
$125,000 - $165,000 base salary per year in the state of WA - New hires should expect to start at the lower end of the range depending on experienceEligible for a discretionary bonus based on firm and individual performanceWhy Fisher Investments:
We work for a bigger purpose: bettering the investment universe. We take great pride in our inclusive culture, our learning and development framework customized for every employee, and our Great Place to Work Certification. It's the people that make the Fisher purpose possible, and we invest in them by offering exceptional benefits like:
100% paid medical, dental and vision premiums for you and your qualifying dependentsA 50% 401(k) match, up to the IRS maximum20 days of PTO*, plus 10 paid holidays (*17 days of PTO and 3 days of sick time for California employees)Family Support programs including 8 weeks Paid Primary Caregiver leave, adoption assistance and back-up child care$10,000 fertility, hormonal health and family-forming benefitOpportunity to participate in our hybrid work from home program. This program is subject to change. Based on tenure and performance eligibility, you will have the opportunity to work from home up to 75 days per yearFISHER INVESTMENTS IS AN EQUAL OPPORTUNITY EMPLOYER
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