Senior Voice Engineer

Who We Are

Wayfair.com is a leader in the e-commerce space for all things home. By using technology and data to create a best-in-class experience for our customers, it gives us a competitive advantage in the global homegoods market!

Currently, we are looking to grow our Systems Engineering team by bringing on board a talented senior level individual to help manage and grow the telecommunications infrastructure that supports our large-scale Contact Center. Below are just a few projects you will be able to make impacts on:

• Migration from our Cisco UC and Cisco UCCE contact center platforms to a greenfield Genesys Cloud environment
• Expanding our contact center environment to support Wayfair’s growth across our US and International offices
• Optimizing Genesys and Webex Calling architectures and configurations to support expanding, global corporate employee and call center agent presence
• Assisting with updating a robust monitoring and notification solution to ensure Genesys and Webex platform system health
• Evaluate and integrate future call center related technologies, like conversational IVR, omni-channel support, and integration with AI
• Support and expand the automation of all operational and provisioning tasks

What You’ll Do

• Deploying and managing our global Genesys Cloud platform
• Managing and growing our Webex Calling platform and collaboration tools
• Provide voice channel design strategy and implementation plans for the Wayfair Genesys Cloud environment
• Create and update policies, procedures and standards
• Mentor IT Support members and other Voice Engineers
• Participate in a 24×7 on-call rotation
• Work closely with business partners on telephony related projects and initiatives.
• Create system Run-Books, Knowledge-Base and troubleshooting guides for support organization to follow
• Support Genesys-side API integrations & configurations

What you’ll need:

• BA or BS degree from a 4-year college or university
• 3+ years experience with Genesys Cloud or other Genesys platforms design, implementation and support
• Proven track record with Genesys core features and technologies:
• IVR / Call Flow scripting
• ACD Call Routing – Inbound and Outbound
• Outbound Campaign Dialer
• Call Recording and Analytics
• Contact Center Reporting
• 3+ years’ experience managing and troubleshooting Session Border Controllers/CUBE
• 3+ years’ experience administering Cisco Webex calling
• Excellent written and verbal communication skills

Preferred Qualifications: 

• Genesys custom reporting experience
• Global, enterprise-level CCaaS platform troubleshooting experience
• Familiarity using Webex and Genesys APIs to build custom integrations
• Familiarity with general networking including IP routing (EIGRP/OSPF/BGP) and Ethernet switching in both an office and data center environment

Why You’ll Love Wayfair

• Time Off:
• Paid Holidays
• Paid Time Off (PTO)
• Health & Wellness:
• Full Health Benefits (Medical, Dental, Vision, HSA/FSA)
• Life Insurance
• Disability Protection (Short Term & Long Term Disability)
• Global Wellbeing: Gym/Fitness discounts (including US Peloton, Global ClassPass, and various regional gym memberships)
• Mental Health Support (Global Mental Health, Global Wayhealthy Recordings)
• Caregiver Services
• Financial Growth & Security:
• RRSP (Registered Retirement Savings Plan)
• Tuition Reimbursement
• Financial Health Education (Knowledge of Financial Education – KOFE)
• Tax Advantaged Accounts
• Family Support:
• Family Planning Support
• Parental Leave
• Global Surrogacy & Adoption Policy
• Professional Development & Recognition:
• Rewards & Recognition
• Global Employee Anniversary Awards
• Paid Volunteer Work
• Unique Perks:
• Employee Discount
• Global Pod Outings
• Work/Life Balance:
• Emphasizing a supportive & flexible work environment that encourages a balance between personal and professional commitments

We are looking forward to your application!

About Wayfair Inc.

Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.

No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other legally protected characteristic.

Your personal data is processed in accordance with our Candidate Privacy Notice (https://www.wayfair.com/careers/privacy). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at dataprotectionofficer@wayfair.com.

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