Implementation Engineer (Genesys Engage-Omni Channel/CX Contact) **1-Year Contract**

Implementation Engineer (Genesys Engage-Omni Channel/CX Contact) 1-Year Contract

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About Sutherland
Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.

Job Description
Sutherland is looking for a skilled Implementation Engineer (1-year contract role) with deep experience in the Genesys platform. The primary purpose of this position is to design, implement and support Sutherland Genesys Engage platform. Genesys Engage Omni-Channel solution platform includes SIP Server, Genesys Routing, Inbound Voice, Genesys Outbound, Genesys Email, Genesys Chat, Genesys Social Media, Genesys Infomart, GVP, Genesys SMS, Speech Analytics, Proactive Notification, CallBack, etc.

• Responsible for the design, implementation and support of Sutherland Genesys platforms.
• Strong knowledge of SIP from the carrier level. Strong knowledge of Oracle (Acme Packet) and Avaya SBCs.
• Work closely with the partnering groups within Sutherland to gather business requirements.
• Partner with the Business and Service Delivery team to assist with new Program solutions.
• Responsible for Engineering design documentation along with Runbooks for Operations.
• Partner with development/integrations team for platform support when needed.
• Develop monitoring solutions for proactive monitoring capabilities.
• Conduct testing and develop disaster recovery plans.
• Provide highest level of technical consultancy.
• Manage vendors on escalated issues.
• Interact directly with clients regarding issues or overall design.
• Mentor Engineers and IT Solutions Technicians.
• Willingness and ability to cross train others.
• Design and lead the implementation of Infrastructure architecture.

• BS in Computer Science, Engineering, or related field or 6-8 years progressive experience required.
• On-call support for operations team during platform outages.
• Expert knowledge of Genesys Platform.
• Expert in creating Genesys eServices routing strategies.
• At least 2 years of experience on Composer.
• 6-8 years demonstrated experience delivering on multiple projects.
• 6-8 years experience with vendor management.
• Expertise with enterprise voice network infrastructures.
• Working hours must correlate to EST, CST or MST time zones.

• Demonstrated experience in vendor management.
• Knowledge of Avaya and Cisco CUCM is a plus.

All your information will be kept confidential according to EEO guidelines.

We are open to candidates based in the United States, Canada, Mexico, Colombia or the UK!

EEOC and Veteran Documentation: During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.