Principal Contact Center Engineer - REMOTE
MAXIMUS is a leading operator of government health and human services programs and has partnered with state, federal and local governments to provide critical, high quality health and human service programs to a diverse array of communities. Operating under MAXIMUS's founding mission of Helping Government Serve the People since 1975, MAXIMUS Federal Services is entirely focused on helping government agencies run programs cost-effectively and serve program constituents with improved outcomes. By being a responsible steward for government programs, we help the federal government deliver on its promises through our people, process and technology. Our focus is always on outcomes and results that connect citizens more effectively with government services. Job Summary Looking for a Genesys Engineer that will support all aspects of the Genesys and adjunct OEM solutions within Maximus Inc. This position will focus on the broad range of tasks such as, but not limited to, BD support, implementation, operation support and upgrade of Genesys components in the enterprise which include self-service, voice, multimedia, routing, and reporting solutions. Experience deploying, configuring, integrating and supporting a breadth of Genesys products is required. Responsible for systems availability, capacity planning, and performance. Must be clear, concise and precise when communicating with peers and management. Should be able to suggest suitable solutions with pros and cons. Essential Duties and Responsibilities Support technical expertise for business development and bidding efforts (eg RFP) Analyze requirements and develop detailed designs for implementation Troubleshoot, determine root cause, and provide irreversible corrective actions to resolve issues related to the Genesys Customer Interaction Management platform Participate in 24 x 7 on call support rotation Provide technical guidance to junior resources Generate or update application and system documentation including testing and integration procedures Coordinate upgrades and maintenance Provide detailed reports to management on system status Education and Experience Requirements Bachelor's Degree in Computer Science, Engineering or a related technical discipline, or the equivalent combination of education, technical training, or workmilitary experience At least eight (8) to fifteen (15) years of related software development experience US Citizenship required. Required Skills Genesys Framework 8.x Genesys Voice Platform Genesys Routing Genesys Multimedia, Omnichannel (eServices) - Webchat, WebRTC, Outbound dialer, Callback, SMS, Voicemail Genesys Agent Applications (GADGA, WDE(IWS) and WWE, Gplus Adapters) Genesys SIP Server Genesys Reporting (CC Pulse, CC Analyzer, Infomart) Salesforce and Microsoft Dynamics CRM CTI integration VMWare Windows Server 2008, 2012, 2016 MS SQL Server VLANs, VPNs, QoS, etc. Desired SkillsExperience Contact center systems architecture and design Artificial Intelligence experience (eg Watson or Interactions). Interactions IA is a big plus. Information security as applied to computers and network Workforce Optimization Zoom Quality Monitoring Zoom Audio and Screen Recordings SpeechText Analytics Nuance Recognizer, Speech Server, Vocalizer, and Dialog Modules Telecom experience and knowledge, especially for Ribbon (Sonus) SBC, AcmePacket, and Broadsoft (Cisco) Web Services Typically requires an advanced technical degree and a minimum of 15 years of related experience in progressively responsible positions. Works on significant and unique issues where analysis of situations or data requires an evaluation of intangibles. Exercises independent judgement in methods, techniques and evaluation criteria for obtaining results. Creates formal networks involving coordination amount groups. A committed and diverse workforce is our most important resource. MAXIMUS is and Affirmative ActionEqual Opportunity Employer. MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.