Sr. Genesys Engineer

Senior Genesys Engineer

We are excited to be expanding our creative and technical digital teams to support our ever-growing and ever-evolving call center presence. We are looking for a Sr. Genesys Engineer who wants to play an integral role in positioning our brands and maintaining the integrity, quality, and authenticity for which we�re known in the travel space.

The Sr. Genesys Engineer will be part of a team responsible for the administrative, planning, implementing, and monitoring aspects of our Call Center. The ideal candidate will have experience leading digital initiatives related to our Genesys implementation in a dynamic and fast-paced environment, with a proven track record of demonstrating exceptional results through best practices and working in a high-performing team.

We offer a unique opportunity to be part of an already strong global brand and a chance to make your mark on it via the heart of our customer interaction: our call center.

With trips in nearly 100 countries, you�ll never run out of new places, people, and cultures to feed your wanderlust. From the Maasai warriors of Kenya to the tranquil temples of Japan, your work will consist of a staggeringly broad range of content, so it�s fair to say �bored� is not in our lexicon.

Grand Circle Corporation is the leader in international travel, adventure and discovery for Americans aged 50+. Headquartered in Boston, MA, we�re a $600M global enterprise with 30 regional offices and over 2,000 associates. Since our founding, over two million Americans have traveled with our award-winning travel brands: Grand Circle Travel, Overseas Adventure Travel and Grand Circle Cruise Lines. Want to go places? Grand Circle Corporation is the place for you.

What you�ll do:

As a Sr. Genesys Engineer focusing on telephony and routing you will:

• Own initiatives within your team that drive the planning, installation, configuration, and design of telecommunication devices and services.
• Design code, implement, and test Genesys solutions integrating with our internal systems.
• Perform research, evaluation, installation, and upgrades of Genesys components and applications
• Help secure operations, as well as participate in disaster recovery preparation to ensure communications are in place
• Assist Helpdesk in areas concerning telecommunications and work with network administration to resolve connectivity issues
• Be proactive with training and ensure that documentation is created so that junior staffs can grow and handle such issues with ease in the future
• Work closely with business units/end-users, and vendors resulting in solutions for growth and success

Requirements:

• 5 or more years of experience in designing and implementing Genesys custom solutions
• Demonstrate working knowledge of telecommunications equipment and software (Genesys Framework 8.x, including T-Server and Sip Server, Genesys Reporting, eServices. Workforce Management, Agent Desktops (WDE), Voice portal (GVP), Info Mart and Interactive Insights.
• Deep understanding of URS, IRD, GVP, OCS, Infomart, CC Pulse, Interactive insight.
• Deep understanding of telecom protocol like, ISDN, H.323, SIP and VOIP.
• Installation, configuration and troubleshooting of GVP.
• Understanding of CCpulse+ and Historical reporting. GAX, Pulse, SpeechMiner, Genesys Business Continuity
• Strong design principles to create robust, scalable and extensible solutions.
• Demonstrate working knowledge in voice recording technologies such as Gong
• Customer orientation - establishes and maintains long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations
• Experience working in an Agile environment.
• Critical thinking skills and a team player
• Strong communication (written and verbal), project management, and organization skills
• Display effort on personal growth while contributing to the advancement of the department and company as a whole

Why Join Us?

• Be part of a collaborative team redefining web analytics in a dynamic and impactful setting.
• Opportunity to engage in end-to-end analytics processes, from data collection to reporting and strategy.
• Work with a company passionate about providing unique travel experiences for our customers worldwide.

Benefits (30 hours +):

• 401K Retirement Savings account with Company Match
• 50% Discount on GCC trips and opportunities for on-site training and travel
• Robust healthcare benefits, including Medical, Dental, Vision, and Flex Spending Accounts
• Generous Paid Time Off (PTO)
• Paid holidays throughout the year
• 100% Commuter Benefit subsidy for Public transportation
• Company-paid life insurance
• Paid short and long-term disability insurance
• Discounted auto and renters insurance