About the job
Join Sutherland as a Senior Implementation Engineer focused on our Genesys platform, where you will play a pivotal role in designing, implementing, and supporting our cutting-edge eServices solutions. This role involves working with a diverse range of Genesys Omni-Channel solutions, including SIP Server, Genesys Routing, Inbound Voice, Genesys Outbound, Email, Chat, Social Media, Infomart, GVP, SMS, Speech Analytics, Proactive Notification, and CallBack services.
As a key member of our team, you will be required to be available for on-call support after hours to assist our operations team during any platform outages, ensuring minimal disruption to service.
Key Responsibilities:
- Implement and support Sutherland's Genesys platforms, ensuring optimal performance and reliability.
- Possess a foundational understanding of SIP at the carrier level. Familiarity with Oracle (Acme Packet), Avaya SBCs, and TDM Gateways such as AudioCodes M3K and G450s is advantageous.
- Collaborate closely with the Business and Service Delivery teams to implement new program solutions effectively.
- Maintain comprehensive documentation and create Runbooks for operational support.
- Work alongside the development and integrations team to provide platform support as necessary.
- Monitor solutions to enhance proactive monitoring capabilities for the Infrastructure team and leverage these metrics to evolve our infrastructure.
- Conduct thorough testing to identify faults, minimize malfunctions, and ensure system backups are in place.
- Provide technical consultancy to resolve issues promptly and efficiently.
- Manage vendor relationships for escalated issues and projects within your area of influence.
- Exhibit a strong willingness and ability to learn about complex systems across various technologies related to your area of expertise.
- Follow guidance from senior implementation engineers based on enterprise business requirements and IT strategies.
