Senior Telecom Engineer

Who we are. 

Newfold Digital is a leading web technology company serving millions of customers globally. Our customers know us through our robust portfolio of brands. We have some of the industry’s most prominent and storied go-to-market brands, including Bluehost, HostGator, Domain.com, Network Solutions, Markmonitor and Web.com. 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. The strength of our company lives in the intersection of our people, our customers, and our brands. 

We are seeking a qualified candidate to join as a Senior Telecom Engineer for our global support team. This role is for a hands-on technical resource who will be 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.

What you’ll do & how you’ll make your mark.

• 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 & what you’ll need to succeed. 

• Bachelor’s degree in computer science or related engineering field of study
• Minimum of 5+ 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
• 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 you’ll 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 key to 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 development opportunities for all employees. We have 20 + affinity groups where you can network and connect with Newfolders globally.
• We care about you. We provide excellent Health Insurance options to fit you, HSA, Medical, Dental, Vision, Matching 401K, Life/AD&D/STD/LTD, Tuition Reimbursement, Pet Insurance, Generous vacation policy, and much more!
• 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!

The target compensation range for this position is $125,000 to $150,000 annually. Individual salaries are determined by various factors including, but not limited to: candidate’s qualifications, such as skills, education, and experience, as well as internal equity and market conditions. 

#LI-SM1 #LI-Remote

Employment with Newfold Digital is at-will and nothing in this Job Description should be interpreted or construed to alter the at-will employment relationship.

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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