Overview:
We are seeking to fill the role of Senior Telephony Engineer. The ideal candidate enjoys collaborating with clients, industry partners and internal teams to maximize outcomes for homeowners.
Responsibilities:
• Utilize logical problem-solving to find creative solutions to problems with Genesys Cloud CX
• Work with SIP, WebRTC, VoIP, PCap analysis, troubleshooting call quality, media gateways, and SBC devices
• Work with stakeholders and other technical teams to collect business and technical
requirements to design/deliver enterprise-level solutions using Genesys architect and Genesys Scripter
• Create and update technical documentation of operating procedures as needed
• Serve as a technical expert for Tier 1/2/3 support groups
• Collaborate and communicate with internal department architects and vendor partners
• Collaborate with Product Owner on technology solutions, implementations, upgrades, enhancements and conversions; recommend solutions as appropriate
• Provide problem-solving leadership based on experience with the technology
• Act as a senior member of the Telephony Support Team in providing prompt support to assigned operations.
• Coordinate day-to-day operations, run projects, and assign tasks to Tier 1/2/3 engineers
• Collaborate in assessing current and expected communications needs, configuration, maintenance, optimization, and documentation of Genesys Cloud CX
• Follow and apply configuration and security standards and policies within a defined change management process
• Ensure that system improvements and changes are implemented correctly and completely, monitor effects of the modifications
• Establish/recommend policies on system use and services
• Perform common administrative tasks such as reviewing system logs, setting up new users, and conducting monthly audits of permission levels
• Deployment and support of enterprise software, including third-party and in-house applications
• Act as an escalation point for Telephony platform issues and corporate IT standards for enterprise IT staff
• All other duties as assigned.
Qualifications:
• High School Diploma or equivalent required.
• 8+ years hands-on experience in troubleshooting, performance tuning, and problem resolution
• 7+ years’ experience with contact center technologies
• Ability to interact with users of varying levels of technological understanding
• Ability to understand complex network topologies, firewalls, information security, and troubleshoot packet loss and delay, jitter, codecs
• Ability to troubleshoot user connection issues using browser Console trace logs.
• Experience implementing REST API's within complex call flows.
• Genesys Cloud CX Certification
• Demonstrated ability to seek existing or emerging industry practices when solving business and technology problems
• Experience in defining and documenting technology processes and solutions
• In-depth knowledge of the Genesys Cloud Platform, including:
o Administrative functions (user creation, schedules, etc.)
o Interaction flow development in Architect
o Genesys Cloud CX APIs
o Creating and maintaining agent scripts• Ability to work independently and as a team, under minimal direction and effectively meet deadlines
• A self-starter with a proven ability to manage multiple projects efficiently, multitask between operational and project-related work efforts and be effective in a fast-paced environment
• Strong documentation skills while working with business and technical requirements
• Strong organizational skills with an eye for detail
• Strong verbal and written communications skills; ability to take complex information and
present/explain it clearly and concisely.
Desired Skills and Qualifications
• Visio experience
WHO WE ARE
About us …
LoanCare is a leading national provider of full service subservicing and interim subservicing to the mortgage industry and has offered its expertise and best practices in providing servicing solutions for others since 1991. At the present time, LoanCare subservices over 1 million loans in 50 states. LoanCare has a seasoned loan servicing team with senior managers averaging nearly 30 years of experience in the mortgage and financial services industry.
LoanCare, its affiliates and subsidiaries, are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law.
Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation.
WORK FROM HOME
About remote employment …
We provide the necessary equipment; all you need is a quiet, private place in your home and a highspeed internet connection with a minimum network download speed of 25 megabits per second (MBPS) and a minimum network upload speed of 10 MBPS.
WORK CONDITIONS
Able to attend work and be productive during normal business hours and to work early, late or weekend hours as needed for successful job performance. Overtime required as necessary.
ESSENTIAL FUNCTIONS
Basic job duties an employee must be able to perform with, or without, reasonable accommodation.
Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Reading Comprehension — Understanding written sentences and paragraphs in work-related documents.
English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Speaking — Talking to others to convey information effectively.
Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.
Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Instructing — Teaching others how to do something.
Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.
Time Management — Managing one's own time and the time of others.
Writing — Communicating effectively in writing as appropriate for the needs of the audience.
Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.
Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
Written Comprehension — The ability to read and understand information and ideas presented in writing.
Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
Information Ordering — The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
Near Vision — The ability to see details at close range (within a few feet of the observer).
Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.
Oral Expression — The ability to communicate information and ideas in speaking so others will understand.
Speech Recognition — The ability to identify and understand the speech of another person.
Speech Clarity — The ability to speak clearly so others can understand you.
PHYSICAL DEMANDS
Sitting up to 90% of time
Walking and standing up to 10% of time
Occasional lifting, stooping, kneeling, crouching and reaching.
EQUAL EMPLOYMENT OPPORTUNITY
LoanCare, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law.
