Telecom Engineer, Senior Principal

What You Will Do

Newfold Digital is seeking a qualified resource to join as a Senior Telecom Engineer for our global support team. This role is for a hands-on technical resource who will responsible for designing, implementing and supporting contact center cloud solutions to solve complex business challenges for new and existing clients. The selected candidate will help lead our global Genesys Cloud platform including advanced incident remediation, complex cloud implementations, documentation, as well as adoption of AI based platform capabilities. This team player will partner with internal partners, external vendors and Genesys support partners

Genesys Contact Center experience is required including installation, maintenance, and advanced configuration on the platform. 
Provide technical leadership CCaaS omni-channels including voice, chat and web messaging 
Works independently and as a team member to monitor and maintain the platform 
Maintains all appropriate documentation in support of Telecom 
Collaborate vendors, other engineers, product owners, designers and project manager to deliver work products 
Support platform integrations between systems and data 
Support automation efforts leveraging workflows, RPA, NLP, BOTs and more 
Support platform upgrades and patches, maintenance, underlying feature updates 
Deliver error free code adhering to standards, schedules, and business requirements 
Consistently communicate status to manager, teammates and stakeholders 
On-Call Support - Participate in 24x7 on-call team rotations

Who You Are

Bachelor's degree in computer science or related engineering field of study 
Minimum of 8+ years of experience in contact center technologies 
Deep understanding of contact center architecture with working knowledge of communications protocols, integration and APIs: WebRTC, SIP, VOIP, CTI, SBC, etc. 
Ability to design and implement customer omni-channel routing using profiles, skills, queues, call backs, emergency messages, hours of operations and more 
Ability to architect and implement Genesys solutions involving configuration, scripting and integration of peripheral systems leveraging APIs and more 
Performs challenging issue resolution and troubleshoots complex issues that come into the Service Desk or team communication channels 
Development and consumption of REST and/or SOAP APIs 
Relational database design concepts and SQL 
Knowledge of data privacy, TCPA, PCI, PII, E-911 and other related regulations 
Knowledge of the software engineering development lifecycle including design, configuration, testing, debugging, implementation, and support of large-scale, business-centric, and process-based applications 
Hands-on experience with 1 or more contact centers such Genesys, CISCO, AVAYA 
Exposure to Linux, AWS, Azure, DevOps 
Exposure to cloud-based technologies 
Exposure to AI/ML, NLP, BOTs 
Exposure to Audiocodes, PCI Pal, Pega, Salesforce a plus 
Excellent verbal and written communication skills