Telecom Engineer, Senior Principal

Newfold Digital is a leading web technology company serving nearly seven million customers globally. Established in 2021 through the combination of leading web services providers Endurance Web Presence and Web.com Group, our portfolio of brands includes: Bluehost, BigRock, ResellerClub, CrazyDomains, HostGator, Network Solutions, Register.com, Web.com and many others. We help customers of all sizes build a digital presence that delivers results. With our extensive product offerings and personalized support, we take pride in collaborating with our customers to serve their online presence needs.

What you will do:

Newfold Digital is seeking a qualified resource to join as a Senior Telecom Engineer for our global support team. This role is for a hands-on technical resource who will responsible for designing, implementing and supporting contact center cloud solutions to solve complex business challenges for new and existing clients. The selected candidate will help lead our global Genesys Cloud platform including advanced incident remediation, complex cloud implementations, documentation, as well as adoption of AI based platform capabilities. This team player will partner with internal partners, external vendors and Genesys support partners

• Genesys Contact Center experience is required including installation, maintenance, and advanced configuration on the platform. 
• Provide technical leadership CCaaS omni-channels including voice, chat and web messaging 
• Works independently and as a team member to monitor and maintain the platform 
• Maintains all appropriate documentation in support of Telecom 
• Collaborate vendors, other engineers, product owners, designers and project manager to deliver work products 
• Support platform integrations between systems and data 
• Support automation efforts leveraging workflows, RPA, NLP, BOTs and more 
• Support platform upgrades and patches, maintenance, underlying feature updates 
• Deliver error free code adhering to standards, schedules, and business requirements 
• Consistently communicate status to manager, teammates and stakeholders 
• On-Call Support – Participate in 24×7 on-call team rotations 

Who you are:

• Bachelor’s degree in computer science or related engineering field of study 
• Minimum of 8+ years of experience in contact center technologies 
• Deep understanding of contact center architecture with working knowledge of communications protocols, integration and APIs: WebRTC, SIP, VOIP, CTI, SBC, etc. 
• Ability to design and implement customer omni-channel routing using profiles, skills, queues, call backs, emergency messages, hours of operations and more 
• Ability to architect and implement Genesys solutions involving configuration, scripting and integration of peripheral systems leveraging APIs and more 
• Performs challenging issue resolution and troubleshoots complex issues that come into the Service Desk or team communication channels 
• Development and consumption of REST and/or SOAP APIs 
• Relational database design concepts and SQL 
• Knowledge of data privacy, TCPA, PCI, PII, E-911 and other related regulations 
• Knowledge of the software engineering development lifecycle including design, configuration, testing, debugging, implementation, and support of large-scale, business-centric, and process-based applications 
• Hands-on experience with 1 or more contact centers such Genesys, CISCO, AVAYA 
• Exposure to Linux, AWS, Azure, DevOps 
• Exposure to cloud-based technologies 
• Exposure to AI/ML, NLP, BOTs 
• Exposure to Audiocodes, PCI Pal, Pega, Salesforce a plus 
• Excellent verbal and written communication skills

Why will you love us?

• We’ve evolved: We provide three work environment scenarios. You can feel like a Newfolder in a work-from-home, hybrid, or work-from-the-office environment.
• Work-life balance: Our work is thrilling and meaningful, but we know balance is keyto living well.
• We celebrate one another’s differences: We’re proud of our culture of diversity and inclusion. We foster a culture of belonging. Our company and customers benefit when employees bring their authentic selves to work. We have programs that bring us together on important issues and provide learning and developmentopportunities for all employees. We have 20+ affinity groups where you can network and connect with Newfolders globally.
• We care about you : At Newfold, taking care of our employees is our top priority. We make sure that cutting edge benefits are in place for you. Some of the benefits you will have: We have partnered with some of the best insurance providers to provide you excellent Health Insurance options, Education/ Certification Sponsorships to give you a chance to further your knowledge, Flexi-leaves to take personal time off and much more. Building a community one domain at a time, one employee at a time. All our employees are eligible for a free domain and WordPress blog as we sponsor the domain registration costs.
• Where can we take you? We’re fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow their careers. Unfold new possibilities with #teamnewfold!

This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.

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