Senior Operations Contact Center Engineer
Company: Fisher Investments
Location: Wylie
Posted on: May 9, 2022
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Job Description:
It's an exciting time to join Fisher Investments; we're
investing in the future of our firm's technology and information
security. Our business is growing internationally, which emphasizes
the need to build an unparalleled team that promotes future global
growth through strategic solutions and progress. We are important
to supporting our firm's diverse businesses, and we're excited to
continue solidifying that foundation as we add more experienced
technologists to our Technology team. We are looking for a Senior
Operations Contact Center Engineer to join our team and help guide
our Firm's global expansion through use of strategic solutions and
new ideas. As a Senior Operations Contact Center Engineer, you will
implement and use contact center technologies and integrations with
core telecom infrastructure. This role directly reports to the
Enterprise Contact Center Infrastructure Manager. The Opportunity:
The Senior Operations Contact Center Engineer will engineer and
support our Genesys Contact Center platforms. You will work with
other member of the Telecommunications Team to ensure the contact
center is integrated with the core Telecom systems, is sized,
maintained, configured to meet our current and future needs.
Provide Level 3/4 and after hours on call support. The Day-to-Day:
Design the future for our contact center using on prem and
cloud-based solutions (inbound / outbound Routing Strategies, IVR,
Workforce Management, SIP,CTI Integration, WebRTC, Call Recording,
Analytics) Planning, developing, deploying, testing, and optimizing
Genesys Contact Center Platforms Partner with Application Support
teams to insure proper integration with 3rd party solution like
Salesforce, Cisco UC, Call Attendant Consoles Lead management of
platform licensing and reporting Work with Technology Business
Support team to insure Contract Center solutions are meeting our
goals Lead troubleshooting and resolution of Genesys related
software components Mentor other Telecom Operations Engineers and
Contact Center Analysts Monitoring and managing of contact center
applications to ensure overall system performance, accessibility
and usability Maintain the Genesys / Contact Center Platform
roadmap Your Qualifications: 8+ years of deep technical experience
working with on-prem and cloud-based Enterprise-wide, Globally
deployed Contact Center environments 8+ years of experience
Engineering Genesys Call Center platform Build call flows and
configuring IVR Architecture development experience across
Business, Application, Data and Technology domains Scripting and
use of automation optimizing repeatable tasks Experience with Cisco
Unified Communications infrastructure Experience with BYOC contact
center Architecture Integration support with Salesforce Experience
with Agile / Scrum methodologies Team-oriented, collaborative,
experience leading programs Why Fisher Investments: At Fisher
Investments, we work for a bigger purpose: bettering the investment
universe. From unmatched service to unique perspectives on
investing, it's the people that make the Fisher purpose possible.
And we invest in them by offering exceptional benefits like: 100%
paid medical, dental and vision premiums for you and your
qualifying dependents A 50% 401(k) match, up to the IRS maximum 20
days of PTO*, plus 9 paid holidays 8 weeks paid Primary Caregiver
Parental Leave Back-up Child Care Program available, offering up to
10 days annually A cumulative learning and development framework
customized for every employee An award-winning work environment -
we're Great Place to Work Certified, and Top Workplace winners from
The Oregonian We take great pride in our inclusive culture. We
value the different perspectives and unique skills you bring to the
team - it makes us all better. Success at Fisher Investments is
motivated by results, a collaborative mindset and a commitment to
accomplishing great things - so if you are ready to do that, we are
ready for you! Apply today to be a part of a team environment where
you make a difference in the lives of people by bettering the
investment universe. *California employees accrue up to 17 days of
PTO and 3 days of sick time per year. FISHER INVESTMENTS IS AN
EQUAL OPPORTUNITY EMPLOYER
Keywords: Fisher Investments, Wylie , Senior Operations Contact Center Engineer, Engineering , Wylie, Texas
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