Senior Voice Engineer - Genesys
On behalf of our client, Procom is currently seeking a Senior Voice Engineer for a six (6) month engagement based in Burnaby, British Columbia. This client is pleased to offer a hybrid work model for this role.

Senior Voice Engineer Job Details

• This client is running multiple concurrent projects involving Genesys Pure Connect Contact Center rollout and Genesys Cloud CX. These projects involve net new contact center deployments and migration of on-prem Genesys Pure Connect to Cloud CX. The successful consultant will perform the following;
• Plan, deploy, test, commission, and document the migration of Genesys PureConnect users to Genesys PureCloud
• Provide technical support for Genesys, Pure Connect, Cloud CX, and Cisco VoIP projects
• Collaborate with other team members to ensure the successful completion of multiple projects involving net new contact center deployments and migration of on-prem Genesys Pure Connect to Cloud CX
• Participate in all aspects of the project lifecycle, including requirements gathering, design, testing, deployment, and post-production support
• Troubleshoot and resolve technical issues related to Genesys, Oracle SBC, and Enterprise Connection broker
• Conduct contact center-related discovery sessions with clients and document them.
• Designs and delivers training programs for customer service staff.
• Prepare and maintain training courses for Genesys contact center technology and related end-user manuals and handout and develop team skills during training sessions.
• Instructs and informs staff about system use and policies/processes.
• Develops team skills during training sessions.
• Tracks staff performance to assess training effectiveness – suggests Champions to clients after training sessions are completed.
• On site for Go Live and available for onsite or remote assistance for multiple days after cutover.

Senior Voice Engineer Mandatory Skills

• Minimum of two (2) years of hands experience with Genesys PureConnect or PureCloud.
• Awareness of Contact center discovery and deployment project processes.
• Sound awareness of Contact center products from any of the following leading manufacturers, Genesys (preferred), Cisco, Nice, Five9 or any other.
• Develop and maintain technical documentation and operational procedures
• Ability to lead discovery sessions and provide technical consultancy to project managers and client teams.
• Perform System Integration and User Acceptance Testing onsite or remotely.

Senior Voice Engineer Nice-To-Have Skills

• Implementation skills on Oracle Session Border Controller and Enterprise Connection Broker related to SIP Dial Plan management.
• Implementation skills on Cisco CUCM infrastructure.
• Genesys Pure Connect/ Cloud CX certification.

Senior Voice Engineer Assignment Length
Six (6) month contract with the potential for three (3) extensions of six (6) months each.

Senior Voice Engineer Start Date
ASAP

Senior Voice Engineer Assignment Location
Office located in Burnaby, British Columbia. While consultants may primarily work from home, there may be ad-hoc meetings that require a site presence.