Senior Engineer, Unified Communications

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.

Requirements

• 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.

Benefits

• 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.

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