Unified Comms Engineer

Overview

POSITION SUMMARY : The CCaaS Unified Communications (UC) Engineer is responsible for maintaining, configuring, and optimizing the cloud-based Contact Center as a Service (CCaaS) environment. This includes integrating and managing Genesys CTI and / or CX products to deliver seamless and efficient customer experiences. The UC Engineer will collaborate with cross-functional teams to design, deploy, and support robust communication solutions while leveraging advanced cloud technologies.

RESPONSIBILITIES

• Integrate Genesys platforms with existing IT infrastructure and third-party applications to enhance customer experience (CX).
• Ensure optimum configuration and performance of CCaaS systems, including call routing, IVR, real-time analytics, and reporting.
• Monitor and troubleshoot CCaaS cloud environments to resolve service disruptions and performance issues.
• Work with stakeholders to assess business requirements and design CCaaS solutions leveraging Genesys CTI and / or CX products.
• Assist in developing documentation, including configuration guides, troubleshooting procedures, and user training materials.
• Stay current with emerging CCaaS technologies, particularly within the Genesys ecosystem, and apply best practices to enhance communication systems.
• This position may require travel by air, car, and / or other modes of up to 25% of the time.
• Perform other job-related duties as assigned.

QUALIFICATIONS

MINIMUM REQUIREMENTS

Pay Range : 82,600.00-123,800.00 USD Annual DOE

Rewarding Compensation and Benefits

Eligible employees can elect to participate in :

Washington PTO : The following link provides the Washington Paid Time Off table : https : / / www.republicservices.com / sites / default / files / legacy_documents / Washington-PTO-Table.pdf

The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.

EEO STATEMENT : Republic Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, relationship or association with a protected veteran (spouses or other family members), genetic information, or any other characteristic protected by applicable law.

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