Senior Voice Engineer

1 month ago

Toronto, Ontario, Canada AMEX Full time

Job Summary

We are seeking a highly skilled Senior Voice Engineer to join our team and manage our telecommunications infrastructure. As a Senior Voice Engineer, you will be responsible for deploying and managing our global Genesys Cloud platform, managing and growing our Webex Calling platform and collaboration tools, and providing voice channel design strategy and implementation plans for the Wayfair Genesys Cloud environment.

Key Responsibilities

  • Deploying and managing our global Genesys Cloud platform
  • Managing and growing our Webex Calling platform and collaboration tools
  • Providing voice channel design strategy and implementation plans for the Wayfair Genesys Cloud environment
  • Creating and updating policies, procedures, and standards
  • Mentoring IT Support members and other Voice Engineers
  • Participating in a 24x7 on-call rotation
  • Working closely with business partners on telephony-related projects and initiatives
  • Creating system Run-Books, Knowledge-Base, and troubleshooting guides for the support organization to follow
  • Supporting Genesys-side API integrations and configurations

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

About Wayfair

Wayfair is one of the world's largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, or in our warehouses or offices throughout the world, we're reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career.

We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That's why we're proud to be an equal opportunity employer.

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