Senior Implementation Engineer - Genesys eServices

SutherlandPittsford

On-site Full-time

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Experience Level

Mid to Senior

Qualifications

Key Requirement: Proficiency in writing multimedia routing strategies in Composer, particularly in:EmailChatSMSSocial MediaChatbot integrationMinimum Required Qualifications:10 years of progressive, relevant experience. Working knowledge of the Genesys Platform. Ability to manage multiple projects simultaneously while maintaining high standards of delivery. Experience with enterprise voice network infrastructures (SBCs, Gateways, SIP, circuit switching, VoIP architecture) is preferred. Preferred Qualifications:Proven experience in vendor management. Familiarity with Avaya and Cisco CUCM is a plus.

About the job

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.

About Sutherland

Sutherland is a managed services company dedicated to providing a comprehensive array of technology solutions to some of the world’s largest organizations. Our innovative services lead to significant productivity gains, cost reductions, and valuable insights that help drive business success.

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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.

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Implementation Manager at Moab | New York City

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About MoabMoab is revolutionizing the equipment dealer and rental industry by developing a comprehensive, modern software platform tailored for equipment dealers and rental businesses. As a venture-backed startup, we aim to disrupt a long-underserved market dominated by outdated solutions dating back to the 1980s and 1990s.Our goal is to connect all participants in the equipment ecosystem—those who sell, buy, rent, service, or utilize equipment. We are starting with a new system of record for equipment rental businesses, designed to enhance back-office efficiency and boost front-office revenue.At Moab, we pride ourselves on our small, dynamic team of passionate professionals. We are looking for team members who are not only willing to take on hands-on tasks but who can also think creatively about broader strategies. If you thrive in a collaborative environment and are eager to make a tangible impact for our customers and the business, you will find ample opportunities for career growth in our meritocratic culture, which emphasizes individual and team development.About the RoleThe Implementation Manager will play a critical role in overseeing the complete training and implementation processes that allow Moab to onboard new customers effectively. We are seeking a proactive individual to lead training initiatives, manage implementations, and ensure customer success at ground level.This position requires balancing rapid execution with structured processes to meet aggressive growth and efficiency goals. You will often be expected to perform at the level of someone two ranks above you (such as meeting with CEOs) as well as below (like handling customer support inquiries). This role is tailored for those who are driven to take action.What You’ll DoDesign and deliver both virtual and in-person training sessions for new customers.Travel 10-50% of the time, depending on the month.Oversee and facilitate user training and support throughout the implementation lifecycle.Simultaneously manage multiple implementation phases.Create comprehensive training and implementation plans, coordinating virtual and in-person sessions with customers.Build strong relationships with customers, ensuring their success during the onboarding process.

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