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Unified Communications Systems Engineer

Maryland Heights, MO 63146 | Fully Remote

Posted: 04/25/2024 Employment Type: Direct Placement Job Category: Infrastructure Technologies Job Number: 16549

Job Description

Adaptive Solutions Group is a premier provider of information technology personnel. We provide a variety of technical professionals available for contract, contract to hire, or direct placement positions to companies in and around the Kansas City and St. Louis areas.

We are currently looking for a Unified Communications Systems Engineer to join our team.


Required Qualifications
  • Evaluate, design, and implement Genesys Cloud Contact Center and UC solutions, including call center routing and management, IVR design, and integration with other systems, such as Zoom, Zoom Phone, MS Teams, Salesforce, and others
  • Work closely with cross-functional teams to define and implement call center and UC strategies, ensuring efficient use of resources and optimal customer experience
  • Manage queue of enhancements working with business teams, product owners, and business analysts to identify and implement needed changes
  • Troubleshoot and resolve technical issues related to UC systems, including Genesys Cloud, Zoom Phone, and related system integrations
  • Collaborate with network and IT teams to ensure optimal network performance and connectivity for the Genesys Cloud Contact Center, Zoom Phone, and UC platforms
  • Provide technical training assistance, documentation, and support to end-users and other technical teams to ensure efficient use and maintenance of our UC platforms
  • Stay up to date with the latest Genesys Cloud, Zoom, and UC technologies and trends and recommend improvements and updates to systems as needed
  • Protect our customers, our employees, and our brands by incorporating security and compliance in all decisions and daily job responsibilities, following security policies and procedures

Required Qualifications
  • Must currently reside in the St. Louis Metropolitan area
  • Must be presently authorized to work in the U.S. without a requirement for work authorization sponsorship by our company for this position now or in the future
  • Bachelor's degree in computer science, engineering, or a related field. Can be substituted with equivalent level of related experience
  • Minimum three (3) years of experience designing, implementing, and supporting Cloud Contact Center solutions, including call center routing, IVR design, and integrations
  • One to three (1-3) years of experience implementing integrations with third-party databases and systems. Familiarity with or experience building integrations using REST APIs or similar APIs are a plus
  • Strong understanding of contact center operational structures and best practice methodologies
  • Experience with TCP/IP networking, SIP, RTP, and other telephony protocols
  • Excellent troubleshooting and problem-solving skills, with a keen attention to detail
  • Strong communication and interpersonal skills, with the ability to work effectively in a team environment
  • Experience with procedural, technical, and report writing
  • Ability to participate in an after-hours on-call rotation
  • Ability to occasionally do on-site technical support in Saint Louis and attend periodic on-site meetings.
  • Ability to work autonomously with consistent quality output
  • Participate in early morning, evening & weekend work when necessary
  • Must have the ability to meet all work from home technical requirements

Preferred Qualifications
  • Experience working with Genesys Cloud contact center in an engineering capacity
  • Genesys Cloud certification(s)
  • Other technical certifications in telecommunications, unified communications, networking, general IT, or similarly related certifications
  • Familiarity with application development methodologies and lifecycles, particularly relating to contact center integrations and development efforts




Adaptive Solutions Group offers a competitive compensation and benefits package that includes medical, dental, STD/LTD, life insurance coverage, 401k, paid vacation and holidays.

Adaptive Solutions Group is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status.
 

Job Requirements

Unified Communications, Genesys Cloud Contact Center, IVR design, call center routing, Zoom, Zoom Phone, MS Teams, Salesforce, API, REST, TCP/IP networking, SIP, RTP, telephony protocols

Meet Your Recruiter

Lisa Duncan

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About Maryland Heights, MO

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