Sutherland Global
Implementation Engineer (Genesys/Omni-Channel CX) (6 -12 Months Contract)
Sutherland Global, Houston, Texas, United States, 77246
Company Description:
About Sutherland Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise. We work with iconic brands worldwide, bringing them a unique value proposition through market-leading technology and business process excellence. We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model. For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry, unlocking new possibilities, transformative outcomes, and enduring relationships. Sutherland Unlocking digital performance. Delivering measurable results. Job Description:
Sutherland is looking for a skilled
Implementation Engineer
(6 - 12 Months Contract role) with deep experience in the Genesys platform. The primary purpose of this position is to design, implement, and support the Sutherland Genesys platform, which currently includes Genesys Omni-Channel solutions such as SIP Server, Genesys Routing, Inbound Voice, Genesys Outbound, Genesys Email, Genesys Chat, Genesys Social Media, Genesys Infomart, GVP, Genesys SMS, Speech Analytics, Proactive Notification, CallBack, etc. The candidate will be required to be “on call” after hours to support the operations team in the event of platform outages. Qualified individuals must have the ability to perform the following duties: Design, implement, and support Sutherland Genesys platforms, including Genesys Omni-Channel solutions. Strong knowledge of SIP from the carrier level, Oracle (Acme Packet), and Avaya SBCs and TDM Gateways such as AudioCodes M3Ks and G450s. Work closely with partnering groups within Sutherland to gather business requirements and ensure our technical offering satisfies those requirements. Partner with the Business and Service Delivery team to assist with new Program solutions. Responsible for engineering design documentation along with Runbooks for Operations. Partner with the development/integrations team for platform support when needed. Develop monitoring solutions to provide proactive monitoring capabilities for the Infrastructure team and utilize these metrics to continue the evolution of the infrastructure. Conduct testing and develop disaster recovery plans to detect faults, minimize malfunctions, and backup systems. Provide the highest level of technical consultancy to ensure problem resolution is achieved in the shortest possible timeframe. Manage vendors on escalated issues and projects specific to your area of influence. Interact directly with clients regarding issues, problems, or overall design. Mentor Engineers and IT Solutions Technicians on infrastructure related to areas of influence for proper transition to Operations team for platform support. Willingness and ability to cross-train others in the varying technologies related to areas of influence. Design and lead the implementation of Infrastructure architecture based on enterprise business requirements and IT strategies. Qualifications:
BS in Computer Science, Engineering, or related field or 6-8 years of progressive experience required. Expert knowledge of the Genesys Platform. Expert in creating Genesys eServices (Email, Chat, SMS, or Social Media) routing strategies from scratch. At least 2 years of experience on Composer. 6-8 years of demonstrated experience delivering on multiple, simultaneous projects. 6-8 years of experience with vendor management and performance to ensure compliance with commitments and budget. Expertise with enterprise voice network infrastructures (SBCs & Gateways, SIP, circuit switching, VoIP architecture). Working hours must correlate to EST, CST, or MST time zones. PREFERRED QUALIFICATIONS: Demonstrated experience in vendor management. Knowledge of Avaya and Cisco CUCM is a plus. Additional Information:
All your information will be kept confidential according to EEO guidelines. We are open to candidates based in the United States, Canada, Mexico, Colombia, or the UK! EEOC and Veteran Documentation During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
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About Sutherland Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise. We work with iconic brands worldwide, bringing them a unique value proposition through market-leading technology and business process excellence. We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model. For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry, unlocking new possibilities, transformative outcomes, and enduring relationships. Sutherland Unlocking digital performance. Delivering measurable results. Job Description:
Sutherland is looking for a skilled
Implementation Engineer
(6 - 12 Months Contract role) with deep experience in the Genesys platform. The primary purpose of this position is to design, implement, and support the Sutherland Genesys platform, which currently includes Genesys Omni-Channel solutions such as SIP Server, Genesys Routing, Inbound Voice, Genesys Outbound, Genesys Email, Genesys Chat, Genesys Social Media, Genesys Infomart, GVP, Genesys SMS, Speech Analytics, Proactive Notification, CallBack, etc. The candidate will be required to be “on call” after hours to support the operations team in the event of platform outages. Qualified individuals must have the ability to perform the following duties: Design, implement, and support Sutherland Genesys platforms, including Genesys Omni-Channel solutions. Strong knowledge of SIP from the carrier level, Oracle (Acme Packet), and Avaya SBCs and TDM Gateways such as AudioCodes M3Ks and G450s. Work closely with partnering groups within Sutherland to gather business requirements and ensure our technical offering satisfies those requirements. Partner with the Business and Service Delivery team to assist with new Program solutions. Responsible for engineering design documentation along with Runbooks for Operations. Partner with the development/integrations team for platform support when needed. Develop monitoring solutions to provide proactive monitoring capabilities for the Infrastructure team and utilize these metrics to continue the evolution of the infrastructure. Conduct testing and develop disaster recovery plans to detect faults, minimize malfunctions, and backup systems. Provide the highest level of technical consultancy to ensure problem resolution is achieved in the shortest possible timeframe. Manage vendors on escalated issues and projects specific to your area of influence. Interact directly with clients regarding issues, problems, or overall design. Mentor Engineers and IT Solutions Technicians on infrastructure related to areas of influence for proper transition to Operations team for platform support. Willingness and ability to cross-train others in the varying technologies related to areas of influence. Design and lead the implementation of Infrastructure architecture based on enterprise business requirements and IT strategies. Qualifications:
BS in Computer Science, Engineering, or related field or 6-8 years of progressive experience required. Expert knowledge of the Genesys Platform. Expert in creating Genesys eServices (Email, Chat, SMS, or Social Media) routing strategies from scratch. At least 2 years of experience on Composer. 6-8 years of demonstrated experience delivering on multiple, simultaneous projects. 6-8 years of experience with vendor management and performance to ensure compliance with commitments and budget. Expertise with enterprise voice network infrastructures (SBCs & Gateways, SIP, circuit switching, VoIP architecture). Working hours must correlate to EST, CST, or MST time zones. PREFERRED QUALIFICATIONS: Demonstrated experience in vendor management. Knowledge of Avaya and Cisco CUCM is a plus. Additional Information:
All your information will be kept confidential according to EEO guidelines. We are open to candidates based in the United States, Canada, Mexico, Colombia, or the UK! EEOC and Veteran Documentation During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
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