Senior Engineer, Unified Communications
About the role
Accountabilities
Lead and coordinate the deployment of voice, chat, SMS, and video infrastructure and applications.
Provide advanced operational support, handle escalated incidents, troubleshoot complex issues, and drive problems through to resolution.
Administer, configure, maintain, and optimize Unified Communications platforms, including Genesys PureCloud solutions.
Monitor infrastructure capacity, system performance, and application health to support reliable and uninterrupted operations.
Plan and execute UC implementations, upgrades, software installations, and ongoing operational readiness activities.
Ensure Voice and Video infrastructure changes follow established corporate change-management policies and procedures.
Coordinate service-provider activities, infrastructure designs, deployment resources, and project-related technical tasks.
Collaborate with vendors and internal stakeholders to validate infrastructure designs, technical implementations, and performance standards.
Develop unit and integration testing scenarios based on system requirements and evolving business processes.
Serve as a subject matter expert on contact center and Unified Communications technologies, providing technical guidance and recommendations.
Participate in technology planning, deployment, maintenance, optimization, incident management, and continuous improvement initiatives.
Bachelor’s degree in a relevant field with at least 5 years of experience as a Unified Communications Engineer or in a similar role; additional relevant experience may substitute for the degree.
Strong hands-on experience with the Genesys framework, including configuration and routing strategies.
Demonstrated experience administering and supporting Genesys PureCloud or comparable Unified Communications platforms.
Strong understanding of both foundational and advanced Unified Communications concepts and technologies.
Experience supporting large-scale Unified Communications implementations, upgrades, administration, maintenance, and optimization.
Advanced troubleshooting and problem-management capabilities, with the ability to diagnose and resolve complex technical issues.
Ability to define hardware and software performance standards and assess infrastructure performance.
Experience collaborating with vendors on infrastructure architecture and implementation to ensure solutions meet established designs and requirements.
Strong communication and collaboration skills, with the ability to work effectively with internal teams, vendors, and external stakeholders.
Ability to adapt to changing priorities, absorb new information, and maintain positive results in a dynamic technical environment.
Ability to remain stationary for extended periods and regularly operate computers and other office productivity equipment.
Comfortable participating in frequent video calls and remote collaboration with internal and external stakeholders.
Fully remote position in the United States.
Monday–Friday schedule, 9:00 AM–5:00 PM Eastern Time.
Base salary range of $87,600–$117,100 per year, with actual compensation determined by factors including skills, experience, education, certifications, and geographic location.
Medical, dental, and vision coverage.
Supplemental income insurance.
Employer-paid disability insurance.
Employer-paid life insurance.
Pre-tax flexible spending accounts for medical and dependent care.
401(k) retirement plan.
Comprehensive benefits package for eligible full-time employees.
Opportunity to contribute to technology-enabled services supporting emotional wellness and accessible care.
Requirements
Benefits