Senior Voice Infrastructure Specialist

2 weeks ago

Toronto, Ontario, Canada Wayfair Full time

About Wayfair Inc.

Wayfair is a leading online destination for the home. As we continue to reinvent the way people shop for their homes, we're committed to industry-leading technology and creative problem-solving. This has enabled us to become one of the world's largest e-commerce companies.

We're looking for talented individuals to join our Systems Engineering team as a Senior Voice Engineer. In this role, you'll be responsible for managing and growing our telecommunications infrastructure that supports our large-scale Contact Center.

Key Responsibilities:

  • Migrate from Cisco UC and Cisco UCCE contact center platforms to a greenfield Genesys Cloud environment
  • Expand our contact center environment to support Wayfair's growth across US and International offices
  • Optimize Genesys and Webex Calling architectures and configurations to support expanding, global corporate employee and call center agent presence
  • Assist with updating a robust monitoring and notification solution to ensure Genesys and Webex platform system health
  • Evaluate and integrate future call center related technologies, like conversational IVR, omni-channel support, and integration with AI
  • Support and expand the automation of all operational and provisioning tasks

What You'll Do:

  • 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
  • Create system Run-Books, Knowledge-Base, and troubleshooting guides for support organization to follow
  • Support Genesys-side API integrations & configurations

Requirements:

  • BA or BS degree from a 4-year college or university
  • 3+ years 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 experience managing and troubleshooting Session Border Controllers/CUBE
  • 3+ years experience administering Cisco Webex calling
  • Excellent written and verbal communication skills

Salary Estimate: $120,000 - $180,000 per year, depending on experience.

Benefits: We offer a comprehensive benefits package including paid holidays, paid time off (PTO), paid sick days, health and dental benefits, life insurance, disability protection, gym/fitness discounts, mental health support, caregiver services, RRSP (Registered Retirement Savings Plan), tuition reimbursement, parental leave top-up program, and more.

Why You'll Love Wayfair: At Wayfair, we're passionate about creating an inclusive workplace where everyone feels valued and supported. We believe that diversity and individuality make us stronger, smarter, and better positioned for success. Our company culture is built on trust, respect, and open communication. We empower our employees to take ownership of their work, share their ideas, and contribute to our mission to revolutionize the way people shop for their homes.

  • Senior Voice Engineer

    1 month ago

    Toronto, Ontario, Canada AMEX Full time

    Job SummaryWe 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...

  • Senior IT Infrastructure Specialist

    2 weeks ago

    Toronto, Ontario, Canada Healthcare of Ontario Pension Plan Full time

    About the RoleWe are seeking a highly skilled Senior IT Infrastructure Specialist to join our team. In this role, you will be responsible for designing, implementing, and maintaining our enterprise-wide IT infrastructure.

  • Senior Cloud Infrastructure Specialist

    2 weeks ago

    Toronto, Ontario, Canada Guidepoint Full time

    We are seeking a Senior Cloud Infrastructure Specialist to join our engineering team at Guidepoint. As a key member of our team, you will play a vital role in building and maintaining our cloud infrastructure, ensuring the seamless delivery of our knowledge solutions to clients.About GuidepointGuidepoint is a leading research enablement platform that...

  • Senior API Infrastructure Specialist

    2 weeks ago

    Toronto, Ontario, Canada Quantum World Technologies Inc. Full time

    About Quantum World Technologies Inc.We are a leading technology company seeking a highly skilled Senior API Infrastructure Specialist to join our team. As a key member of our infrastructure team, you will be responsible for designing, implementing, and maintaining our API infrastructure to ensure high availability and performance.

  • High-Level Network Infrastructure Specialist

    2 weeks ago

    Toronto, Ontario, Canada Indigo Books & Music Full time

    Indigo is seeking a highly skilled High-Level Network Infrastructure Specialist to join its team. As a key member of the IT department, this individual will be responsible for ensuring the stability and integrity of Indigo's overall network environment.About the RoleThis senior-level position requires a deep understanding of networking concepts, including...

  • Senior Linux Infrastructure Specialist

    2 weeks ago

    Toronto, Ontario, Canada Guidepoint Full time

    About the RoleWe are seeking a highly skilled Senior Linux Infrastructure Specialist to join our engineering team at Guidepoint.This is a critical role that will involve designing, implementing, and maintaining a scalable and secure Linux infrastructure to support our business applications.

  • Senior Enterprise Infrastructure Specialist

    2 weeks ago

    Toronto, Ontario, Canada COMPANY 3 Full time

    Job SummaryWe are seeking a highly skilled Senior Enterprise Infrastructure Specialist to join our team at Company 3 / Method Studios. This role will be responsible for designing, implementing, and maintaining our enterprise infrastructure, ensuring high availability, scalability, and security of our systems.

  • Senior IT Infrastructure Specialist

    2 weeks ago

    Toronto, Ontario, Canada ONTARIO INC . Full time

    DescriptionWe are seeking an experienced Senior IT Infrastructure Specialist to join our team at ONTARIO INC. in a permanent role.Job SummaryThe ideal candidate will have a solid background in systems analysis and a proven track record of delivering successful infrastructure projects.Key ResponsibilitiesDesign, implement, and maintain enterprise-wide IT...

  • Senior Network Infrastructure Specialist

    4 weeks ago

    Toronto, Ontario, Canada OnX Canada Full time

    Job Title: Senior Network Infrastructure SpecialistJob Purpose:We are seeking a highly skilled Senior Network Infrastructure Specialist to join our team at OnX Canada. As a key member of our network engineering team, you will be responsible for designing, implementing, and supporting large-scale network infrastructure projects. Your expertise will be...

  • Project Manager, Infrastructure Delivery Specialist

    2 weeks ago

    Toronto, Ontario, Canada Infrastructure Ontario Full time

    About the RoleInfrastructure Ontario is seeking an experienced Project Manager to join our team as a Project Delivery Specialist. This is a challenging opportunity to lead and manage complex infrastructure projects from start to finish.Key ResponsibilitiesDevelop and implement project management plans, ensuring timely and within-budget delivery of...

  • Financial Reporting Specialist

    2 weeks ago

    Toronto, Ontario, Canada Infrastructure Ontario Full time

    Infrastructure Ontario is a leading provider of infrastructure services to the Government of Ontario, working to create a connected, modern and competitive province. We are seeking a skilled Financial Reporting Specialist to join our team in this exciting role.About the Role:This position will be responsible for ensuring the timely and accurate recovery of...

  • Senior Advisor, Infrastructure Development Expert

    2 weeks ago

    Toronto, Ontario, Canada Infrastructure Ontario Full time

    Company OverviewInfrastructure Ontario (IO) is a leading provider of infrastructure services to the Ontario government. We have been recognized domestically and internationally for our innovative approach to infrastructure development and delivery.

  • Senior Lawyer

    4 weeks ago

    Toronto, Ontario, Canada Infrastructure Ontario Full time

    Job Title: Legal Counsel/Senior Legal CounselAbout the Role:The IO's Transaction Services and Corporate Legal Enterprise Team is seeking a skilled lawyer to provide professional support to all parts of the agency. The team specializes in services that support infrastructure and commercial projects, including construction, real estate, and leasing.Key...

  • Senior Cloud Infrastructure Specialist

    2 weeks ago

    Toronto, Ontario, Canada Flexstaf IT Full time

    Job DescriptionFlexstaf IT is seeking a highly skilled Senior Cloud Infrastructure Specialist to provide DevOps infrastructure provisioning for 10 hours per week. Additional hours may be available for special projects.Key Responsibilities:Providing support and some fixes as required, with a few hours of daytime support during the week and the rest done after...

  • Cloud Infrastructure Specialist

    4 weeks ago

    Toronto, Ontario, Canada Intact Financial Corporation Full time

    About the Role:At Intact Financial Corporation, we are seeking a highly skilled Cloud Systems Administrator to join our IT team. In this role, you will be part of an agile team of senior experts responsible for the integration and operation of a Public Cloud Infrastructure.Key Responsibilities:Collaborate with the Operations Team to ensure the integrity,...

  • Senior Network Infrastructure Specialist

    2 weeks ago

    Toronto, Ontario, Canada SUNRAY GROUP OF HOTELS INC. Full time

    Sunray Group of Hotels Inc. is seeking a highly skilled Senior Network Infrastructure Specialist to join our team.Job SummaryWe are looking for a dedicated and experienced professional to maintain, troubleshoot, and administer our network infrastructure. The ideal candidate will have a strong background in networking software, hardware, and security.The...

  • Senior Data Infrastructure Specialist

    3 weeks ago

    Toronto, Ontario, Canada VTekis Consulting LLP Full time

    **Job Overview**VTekis Consulting LLP is seeking a highly skilled Senior Data Infrastructure Specialist to join our team. In this role, you will be responsible for designing, implementing, and maintaining data infrastructure solutions using IBM API Connect and Datapower technologies.**Responsibilities**Design and implement high-performance data...

  • Senior Network Infrastructure Specialist

    3 weeks ago

    Toronto, Ontario, Canada Regency Plastics Company Ltd. Full time

    At Regency Plastics Company Ltd., we are seeking a highly skilled Senior Network Infrastructure Specialist to join our team. The ideal candidate will have experience in designing, implementing, and maintaining local area networks (LANs), wide area networks (WANs), and mainframe networks. Key responsibilities will include maintaining network performance,...

  • Civil Infrastructure Specialist

    4 weeks ago

    Toronto, Ontario, Canada Parsons Corporation Full time

    About the Role:We are seeking a skilled Civil Infrastructure Specialist to enhance our linear and multi-discipline profile in Municipal Water/Wastewater/Stormwater Management infrastructure. The position will focus on the Greater Toronto Region to support our Mobility Solutions Team.As a Civil Infrastructure Specialist, you will work with our team to design,...

  • Senior Network Infrastructure Specialist

    2 weeks ago

    Toronto, Ontario, Canada Ms Falcon Tooling Inc Full time

    About the RoleWe are seeking a skilled Senior Network Infrastructure Specialist to join our team at Ms Falcon Tooling Inc. As a key member of our IT department, you will be responsible for designing, implementing, and maintaining our network infrastructure to ensure optimal performance and security.Key ResponsibilitiesMaintain, troubleshoot, and administer...