Senior Voice Engineer

4 weeks ago

Toronto, Ontario, Canada AMEX Full time
About the Role

We are seeking a highly skilled Senior Voice Engineer to join our Systems Engineering team. As a key member of our team, you will be responsible for managing and growing our telecommunications infrastructure, including our Genesys Cloud platform.

Key Responsibilities
  • Deploy and manage our global Genesys Cloud platform
  • Manage and grow our Webex Calling platform and collaboration tools
  • Provide voice channel design strategy and implementation plans for the Wayfair Genesys Cloud environment
  • Create and update policies, procedures, and standards
  • Mentor IT Support members and other Voice Engineers
  • Participate in a 24x7 on-call rotation
  • Work closely with business partners on telephony-related projects and initiatives
Requirements
  • BA or BS degree from a 4-year college or university
  • 3+ years of experience with Genesys Cloud or other Genesys platforms design, implementation, and support
  • Proven track record with Genesys core features and technologies:
    • IVR / Call Flow scripting
    • ACD Call Routing - Inbound and Outbound
    • Outbound Campaign Dialer
    • Call Recording and Analytics
    • Contact Center Reporting
  • 3+ years of experience managing and troubleshooting Session Border Controllers/CUBE
  • 3+ years of experience administering Cisco Webex calling
  • Excellent written and verbal communication skills
Preferred Qualifications
  • Genesys custom reporting experience
  • Global, enterprise-level CCaaS platform troubleshooting experience
  • Familiarity using Webex and Genesys APIs to build custom integrations
  • Familiarity with general networking, including IP routing (EIGRP/OSPF/BGP) and Ethernet switching in both an office and data center environment
Why Join Us

At Wayfair, we offer a dynamic and supportive work environment that encourages growth and development. Our team is passionate about delivering exceptional customer experiences, and we're committed to helping our employees succeed.

We offer a comprehensive benefits package, including health and wellness programs, paid time off, and opportunities for professional development. If you're a motivated and talented individual who is passionate about telecommunications and customer experience, we encourage you to apply for this exciting opportunity.

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