Genesys SIP Telephony Engineer

Job ID:
Park Ridge, IL
Information Technology, Telecommunications, Array
$138,000.00 per year
Zip Code:
Employment Type:
Full time

Job Description:

Bensenville, IL/Park Ridge, IL or near O'Hare Airport

Prestigious Organization is seeking a Genesys Telephony Engineer. Plan, design, develop, implement and support Telephony related infrastructure technologies including large Genesys call center implementations including SIP Server, SIP Endpoints, GAX, Feature Server, VoIP Networking Architecture, SBC, PSTN Gateway and Database required. Familiarity with NICE call recording integration desired. Provide subject matter expertise around the specific technologies. Provide project lead oversight for the deployment of infrastructure projects. Act as primary vendor interface and tier-three support for applications and technologies provided and supported by vendors.

This position can sit in the following markets:

  • Bensenville, IL (Chicago)
  • Madison, WI
  • Knoxville, TN
  • Tulsa, OK
  • Waukesha, WI (Milwaukee)
  • Marion, IA (Cedar Rapids)

Role Specific Responsibilities:

  • Identify changes needed in the infrastructure configuration to achieve the technology organization goals
  • Define aggregate demand data in support of budget plans and make recommendations for ways to improve performance and/reduce costs
  • Supports the infrastructure strategy reviews and development by performing applicable analysis
  • Provide project management oversight to infrastructure implementation projects.
  • Implements technology and infrastructure changes for platforms to improve performance and scoring.
  • Analyzes system response and determines tuning recommendations to improve performance.
  • Manage effective issue identification and resolution process; serve as the focal point for infrastructure-related issue/crisis resolution
  • Identify opportunities to save costs and more effectively manage assets and escalate the opportunities
  • Ensure communication of process and procedure changes to key stakeholders
  • Design an effective test plan for any new/changed infrastructure technology and work with Project Managers, QA/Testing
  • Managers and Release Managers to ensure its implementation before the client takes possession of the system
  • Support identification and collection of metrics and performance reporting processes
  • Monitors delivery against SLAs and reports exceptions to management
  • Serves as a fully seasoned/proficient technical resource.
  • Participate in process improvement initiatives, when applicable

Business Partnership:

  • Maintain contact with the business users to proactively identify needed changes
  • Establish working relationships with technical, business and sourcing counterparts
  • Participate in process improvement initiatives

People Management:

  • Manage individual workload and deliver to agreed upon milestones
  • Demonstrate ability to work in team environment and help resolve issues
  • Provide input to staffing plans at the project-level to identify key/required skills


  • Partners with Multi-channel Customer Service Operations to provide support, guide, and update care center and outsourced vendor activities.
  • Provides analytical insight into contact center operations evaluates trends and leads changes/improvements in infrastructure and support.


  • College degree in related technical/business areas or equivalent work experience
  • Understanding of the technology organization and/or business and technology
  • Re-engineering/process improvement experience, leading and coaching quality improvement projects
  • Strong change management skills; change agent
  • Excellent problem solving/analytical skills and knowledge of analytical tools
  • Excellent written and verbal communication skills
  • Ability to create/define metrics that accurately reflects the current state of a given process
  • In depth understanding of the call center acumen, operations, strategy and business practices
  • Current technical experience relevant to Genesys contact center support including end to end call routing support, SIP endpoints, call routing & reporting, telephony capacity metrics, vendor support, Oracle databases, Wire Shark. Previous experience supporting call recording (NICE) integration is a plus.
  • Some Travel required - This is roughly 10% and would be from Chicago to Madison and from the other locations listed above to Chicago.
  • Must be able to support on-call rotation which is a paid on-call rotation

Work Experience Required

  • Infrastructure Engineer II: 7 to 10 years relevant work experience
  • Call Center Technologies:
  • Genesys - SIP Server
  • Genesys - Workspace Desktop Edition (WDE)
  • Genesys - Feature Server & GAX
  • Genesys - Call Center Pulse - CCPulse/Pulse
  • Audio Codes and/or Genesys SIP Endpoints
  • VoIP & SIP Networking Architecture
  • Netscout nGenious
  • NICE call recording integration - Engage, Perform

Relevant Technical Skills/Our Environment

The Telephony Engineer II - Genesys SIP is NOT expected to know all of the below skills at any given point in their career. The critical skills will depend on his/her current level and specific responsibilities within IS organization. Instead, this list includes typical skills that a Telephony Engineer II - Genesys SIP may be required to demonstrate and/or may be exposed to over the course of this role in our environment.

Other Call Center Technologies:

  • Genesys - ICON/InfoMart
  • Genesys - Genesys Voice Portal IVR
  • Genesys - Outbound Contact Server (OCS)
  • Virtual Hold Technologies - Virtual Hold (VHT)
  • Oracle Databases
  • Business Objects
  • NICE Systems call recording & analytics - Engage, Perform, RTI
  • Aspect - eWorkforce Management (eWFM)
  • Empirix OneSight, VoiceWatch
  • Oracle (Acme Packet) Session Border Controller (SBC)
  • Audio Codes Mediant Gateway
  • PCI Segmentation
Company Info
Request Technology - Anthony Honquest