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Genesys Contact Center Engineer

Charlottesville

Genesys Contact Center Engineer

  • R0034522
  • Charlottesville, Virginia, United States
  • Information Technology
  • UVA Medical Center
As a Contact Center Engineer, you will drive innovation as you design, build, test, implement, and support intelligent customer contact solutions. Your efforts allow our internal workforce to positively interact with our patients and their families to create memorable experiences.

Responsibilities include, but are not limited to:
  • Creation of user accounts and assignment of those accounts to various roles/queues within the Contact Center System
  • Building, testing, and deploying ACD call routing solutions for various departments within UVA Health
  • Effectively describing and explaining components of Contact Center Solution
  • Consultation and collaboration with peers regarding solutions and troubleshooting
  • Maintenance of technical skills and expertise through continuing education, training, and lab environments
  • Participation in an after hours on-call rotation schedule that includes basic server updates/upgrades
  • Expectation of working independently and in team settings, to include working with other departments and vendors
  • Ability to troubleshoot dial plans and call flow routing logic
  • Installation, configuration, monitoring and maintenance of a variety of telecommunication components such as polycom phones, user database, phone number management, Dialer Systems, and Advanced Call Routing functions
  • Provide system configuration, administration and documentation support.
Position Compensation Range: $81,078.40 - $129,729.60 Annual

Basic Qualifications include but are not limited to:
  • Strong customer service and technical support skills, coupled with problem-solving, trouble shooting skills, analytical and decision-making ability
  • Proven ability to effectively communicate verbally and in writing
  • Demonstrated working knowledge of telecom principles and concepts
  • Knowledge of VOIP servers (VOIP cloud a plus), SIP, trunk group configuration and signaling protocols.


PHYSICAL DEMANDS
This is primarily a sedentary job involving extensive use of desktop computers. The job does occasionally require traveling some distance to attend meetings, and programs.

COVID Vaccination Requirement and Guidelines

Please visitthe UVA COVID-19 Job Requirements and Guidelines webpageprior to applying for current information regarding vaccination requirementsandguidelines for employment at UVA.

The University of Virginia, i ncluding the UVA Health System which represents the UVA Medical Center, Schools of Medicine and Nursing, UVA Physician’s Group and the Claude Moore Health Sciences Library, are fundamentally committed to the diversity of our faculty and staff. We believe diversity is excellence expressing itself through every person's perspectives and lived experiences. We are equal opportunity and affirmative action employers. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information.

 

Each agency within the Commonwealth of Virginia is dedicated to recruiting, supporting, and maintaining a competent and diverse work force. Equal Opportunity Employer

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