Genesys Contact Center Engineer
Job ID: R0034522 | Network Engineering | Full Time | Charlottesville, VA
As a Contact Center Engineer, you will drive innovation as you design, build, test, implement and support intelligent customer contact solutions. Your efforts allow our internal workforce to positively interact with our patients and their families to create memorable experiences.

Responsibilities include, but are not limited to:
  • Creation of user accounts and assignment of those accounts to various roles/queues within the Contact Center System.
  • Building, testing and deploying ACD call routing solutions for various departments within UVA Health.
  • Effectively describing and explaining components of Contact Center solution.
  • Consultation and collaboration with peers regarding solutions and troubleshooting.
  • Maintenance of technical skills and expertise through continuing education, training and lab environments.
  • Participation in an after hours on-call rotation schedule that includes basic server updates/upgrades.
  • Expectation of working independently and in team settings, to include working with other departments and vendors.
  • Ability to troubleshoot dial plans and call flow routing logic.
  • Installation, configuration, monitoring and maintenance of a variety of telecommunication components, such as polycom phones, user database, phone number management, Dialer Systems and advanced call routing functions.
  • Providing system configuration, administration and documentation support.

Position Compensation Range: $81,078.40 - $129,729.60 Annually

Basic Qualifications include, but are not limited to:
  • Strong customer service and technical support skills, coupled with problem-solving and troubleshooting skills and analytical and decision-making ability.
  • Proven ability to effectively communicate verbally and in writing.
  • Demonstrated working knowledge of telecom principles and concepts.
  • Knowledge of VOIP servers (VOIP cloud a plus), SIP, trunk group configuration and signaling protocols.

PHYSICAL DEMANDS
This is primarily a sedentary job involving extensive use of desktop computers. The job does occasionally require traveling some distance to attend meetings and programs.




COVID Vaccination Requirement and Guidelines

 

Please visit the UVA COVID-19 Job Requirements and Guidelines webpage prior to applying for current information regarding vaccination requirements and guidelines for employment at UVA.

 

 

 

Contact me about flexible or remote work.
Michael du Laney
Michael du Laney
Professional Services Team Lead and Senior Recruiter
Connect on LinkedIn

Charlottesville, VA
Charlottesville, VA 22903
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Michael du Laney
Michael du Laney
Professional Services Team Lead and Senior Recruiter
Connect on LinkedIn

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