Lead Telecommunications Engineer (Remote)

Progressive Leasing is a leading provider of in-store and e-commerce lease-to-own solutions. As an almost 20+ year old FinTech company that has gone from start-up to industry leader, we know how to innovate, simplify, and value all people.

We are a company founded on our grit and we are constantly looking to the future. As an ever-evolving group of entrepreneurs and technologists, we strive to do the right thing period in all aspects of our work.

We are a subsidiary of PROG Holdings (NYSE : PRG), an exciting FinTech holding company, with three business segments including Progressive, Vive Financial, and Four, a Buy Now Pay Later (BNPL) platform.

Progressive Leasing is a leading provider of in-store and e-commerce lease-to-own solutions. As an almost 20+ year old FinTech company that has gone from start-up to industry leader, we know how to innovate, simplify, and value all people.

We are a company founded on our grit and we are constantly looking to the future. As an ever-evolving group of entrepreneurs and technologists, we strive to do the right thing in all aspects of our work.

We are a subsidiary of PROG Holdings (NYSE : PRG), an exciting FinTech holding company, with three business segments including Progressive, Vive Financial , and Four , a Buy Now Pay Later (BNPL) platform.

We are currently hiring a Lead Telecommunications Engineer (Remote) to help grow our company and ensure our mission is achieved!

WE ARE : Prog Tech embodies the modernity and transformational vision that is core to our business evolution. As passionate and hungry technical experts, we join together on the mission of progressing through technology.

We believe in taking pride in our engineering, in the relentless pursuit of daily progress, and to bring others with you in your march to the future.

We continuously experiment, fail fast, and constantly deliver

YOU ARE : An instrumental player in taking Prog Tech to new heights! You have the knowledge and experience to help our communications technology team deliver a high-quality, feature rich, fault tolerant omnichannel platform.

You have helped architect, build, and maintain solutions for complex contact center environments. You collaborate, lead and guide.

You take complex business challenges and come back with solutions.

YOUR DAY-TO-DAY

• Providing support for all Genesys PureConnect / Genesys Cloud telephony systems, including Dialer, Decisions, QMS, Interaction subsystems, WEM, Architect, reporting and handler development
• Working closely with other engineers to troubleshoot and resolve complex problems (some after-hours and on-call work required)
• Providing thought leadership and help develop telephony best practices and preferred methods
• Have a comprehensive telephony background and thorough understanding of SIP, VOIP, & QoS
• Researching, evaluating, and recommending architectural improvements and new technologies
• Identifying and proposing strategies around technical problems affecting team, communicates standards and gets buy-in on solutions
• Understand ITIL concepts and how to apply them effectively in the enterprise
• Have a thorough, working knowledge of the Agile project management paradigm
• Recognizing the importance of and being able to generate excellent documentation and diagrams
• Engaging in active listening and have effective written and verbal communication skills
• Demonstrating a proven ability to learn and grow through self-study
• Acting as a collaborative service provider to our internal and external customers
• Providing mentorship to junior team members and leading by example
• Thinking Enterprise and understand that every delivered solution must be consistent, redundant, standards compliant, well monitored, and thoroughly documented
• Supporting a large (>

1000 employee), fast-paced, always-on, enterprise technology organization

YOU’LL BRING

• 5+ years of practical, hands-on experience maintaining large (250 agents plus), multi-site, complex contact center environments
• Experience supporting call center technology is a must! E.g., Dialer, ACD, Call Recording, Wallboards
• Experience with omnichannel contact center technologies (Email, Chat, SMS etc.)
• Proven experience supporting contact center solutions and knowledge of best practices
• Experience working with carrier technologies is a plus. E.g., PRI / OC3 / 12 / 48, configuring trunk groups, troubleshooting line cards, and similar work
• Familiarity with ServiceNow or other similar CMS / SKMS
• Genesys certifications : ICCS, ICCE, ICDE, Cloud Certified Professional, Cloud Certified Developer
• Bachelor’s degree in an information technology related field or equivalent work experience

YOU MIGHT ALSO HAVE

• Implementation of API / Web Service integrations to back-end systems
• Experience with CI / CD systems and Contact Center Technologies
• Experience with Genesys Cloud is a must
• Experience integrating Genesys PureCloud with CRM Application (Salesforce & MS Dynamics)
• Experience in implementing capabilities including (but not limited to) : Omni-channel Queuing, routing, and experience , Softphone, Voice Authentication, Desktop Process Automation and Analytics, Speech Analytics, Call Recording, Workforce Management, AI / ML, Chatbots, etc.
• Experience implementing Genesys Workforce Optimization (WFO) and Workforce Engagement Management (WEM)
• Experience architecting and designing complex Queuing / Routing, Call Flow, Conversational flows using Genesys PureCloud Architect
• Experience building conversational applications (e.g. Google Dialogflow, IBM Watson Assistant, or Amazon Connect)
• Good understanding of public cloud (AWS) computing architectures and services. Experienced in the use of cloud-native technologies, cloud cybersecurity, and implementation patterns
• Architecture development experience across Business, Application, Data and Technology domains
• Excellent communication and influencing skills
• Experience of leading major strategic business and IT transformation programs
• Ability to explain complex technical issues in a way that non-technical people may understand
• Proven track record of the mentoring team in adopting new technologies
• Lead and manage support queue, dashboards and reports
• Ownership and support for lower environments

WE OFFER

• Competitive Compensation
• Full Health Benefits; Medical / Dental / Vision / Life Insurance + Paid Parental Leave
• Company Matched 401k
• Paid Time Off + Paid Holidays + Paid Volunteer Hours
• Employee Resource Groups (Black Inclusion Group, Women in Leadership, PRIDE, Adelante)
• Employee Stock Purchase Program
• Tuition Reimbursement
• Charitable Gift Matching
• Job required equipment and services
22 days ago