Summary: We are seeking an experienced and innovative M&A Voice Engineer specializing in Genesys Cloud integrations to join our IT/Unified Communications team. This role will focus on managing the design, integration, and implementation of Genesys Cloud solutions during mergers and acquisitions (M&A). The ideal candidate will also have a strong background in Microsoft Teams and Cisco VoIP technologies as backup expertise. This position is project-based, ensuring seamless transitions of voice systems while collaborating with cross-functional teams. They will be expected to work effectively with key business stakeholders and the IT team, providing advice, communicating key decisions and ensuring IT solutions adhere to appropriate standards.
M&A Genesys Cloud Integration:
Lead the assessment, design, and deployment of Genesys Cloud platforms during M&A activities.
Evaluate legacy contact center infrastructures and recommend integration or migration strategies.
Collaborate with business units to ensure Genesys Cloud solutions align with organizational goals. Genesys Cloud Configuration:
Configure and optimize Genesys Cloud applications, routing, and workforce management systems.
Manage and integrate telephony solutions with SIP trunks and cloud infrastructure.
Develop and implement call flow designs and routing strategies to ensure operational continuity. Microsoft Teams and Cisco VoIP Support:
Serve as backup support for Microsoft Teams Phone System configurations, including Direct Routing and Client management.
Provide expertise on Cisco Unified Communications Manager (CUCM) systems during M&A activities if required.
Assist with integration of hybrid communication environments as needed. Collaboration and Communication:
Work closely with IT, network, and security teams to ensure Genesys Cloud integration aligns with broader infrastructure.
Provide technical expertise and training to internal stakeholders during M&A projects.
Collaborate with vendors and service providers to address system issues and escalate as needed.
5+ years of experience in voice engineering with a focus on Genesys Cloud implementations.
Strong knowledge of Genesys Cloud architecture, call routing, and telephony integrations.
Familiarity with Microsoft Teams Phone System and Cisco VoIP solutions.
Demonstrated experience in M&A voice system integrations and migrations.
Strong understanding of SIP, QoS, VLANs, and cloud telephony solutions.
Excellent analytical and problem-solving skills, with the ability to work under tight deadlines.
Certifications such as Genesys Cloud Certified Professional (GCP-GC) or Microsoft Teams Voice Engineer Expert.
Experience with contact center analytics and reporting tools.
Knowledge of hybrid telephony environments and cloud migration strategies.
Familiarity with regulatory compliance for voice systems (e.g., E911).
Strong project management and organizational skills.
Excellent verbal and written communication abilities.
Ability to adapt to rapidly changing environments and requirements during M&A activities.
Proactive problem solver with a focus on delivering high-quality results.
Ideally educated to degree level or equivalent
Cisco certifications in Routing and Switching preferred
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.
