Contact Center Engineer, Senior (NJUS)

Job Description:

Purpose of Position

Collaborate across teams to ensure the development, implementation, and configuration of Genesys Cloud solutions, as well as integration with third-party applications, within NetJets' Global Communications Technologies organization. The ideal candidate will possess extensive knowledge of contact center technologies, strong problem-solving abilities, and expertise in architecting customer experience (CX) solutions. This role will be pivotal in designing and deploying API strategies, integrating with CRM and ERP systems, and working with Conversational AI platforms like AWS Lex, Google CCAI, Kore.ai, and Cognigy. The position involves supporting large-scale deployments (10,000+ agents across multiple countries) across various channels such as voice, chat, SMS, and email.

Tasks and Responsibilities

Serve as a subject matter expert on Genesys solutions.
Articulate corporate messaging and solutions through presentations, demonstrations, and open discussions with customers and partners.
Lead technical, business, and architectural discussions with customers, account teams, and the Solution Consulting Organization (SCO).
Continuously drive innovation through the development of CX Cloud blueprints and accelerators.
Gather information and requirements from customers and partners to formulate architectures around supported solutions.
Provide reports for management review.
Engage with Product Management to influence solution direction.
Act as a beta tester for new Cloud solutions, providing feedback on enhancements and improvements.
Design and execute training seminars for both internal and external personnel.

Technical and Functional Skills

Genesys Certified Professional Certification highly preferred.
Minimum of 3 years of experience working with Genesys Cloud/Pure Cloud.
Prior experience with AI technologies and frameworks, including machine learning, Generative AI, large language models, restful API, and prompt engineering.
Strong ability to facilitate and emphasize the technical aspect.
Proven capability to address complex technical situations with effective resolutions.
Ability to work effectively, both independently and collaboratively, to add value.
Recognized as a "go-to" person for expertise.
Experience in training at various levels (internal & external, business, and technical).
Willingness to travel approximately 20 of the time.

Education

Bachelor's in Telecommunications or Information Technology

Certifications and Licenses

Years of Experience

4-6 years of experience

Core Competencies

Adaptability

Collaboration

Curiosity

Service-Oriented

Strives For Positive Results

Knowledge, Skills, Abilities and Other (KSAOs)

In-depth technical knowledge of Genesys Cloud solutions and cloud technologies.

Capability to train at various levels (internal & external, business, and technical).

Experience in complex technical environments with a focus on customer engagement.

Job Ident #: 14328-en_US

Company Details

NetJets

4111 Bridgeway Ave
Columbus, Ohio 43219 USA
careers.netjets.com/

Beginning as the first private jet charter and management company, NetJets has led the industry for 57 years. In 1986, they debuted the revolutionary concept of shared ownership. This allows individuals and companies to buy a share of a private business...

Benefits:
As the worldwide leader in private aviation, NetJets strives to create exceptional experiences—that includes the benefits we offer our teams.

Employees have free coverage for Medical, Dental, and Vision benefits, with access to a vast network of nationwide providers. NetJets strives to LIVEWELL and that means taking care of all aspects of your Mind, Body, and Life through our benefit and discount programs.

Our comprehensive suite of benefits include:
Medical, Dental, and Vision
Healthcare advocacy
Employee Assistance Program
Flexible Spending Accounts
Health Savings Account with employer contribution
Wellness Programs
Paid Time Off
Life and Accident Insurance
Voluntary benefits
Generous 401(k) Retirement Plan company match
Short-Term Disability
Long-Term Disability
Legal Plan
Family support resources
A career at NetJets is the whole (benefits) package.

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Job Info

Location

Columbus, Ohio, United States

Type

Permanent

Company Details

NetJets

4111 Bridgeway Ave
Columbus, Ohio 43219 USA
careers.netjets.com/