Systems Engineer II developing and validating spaceborne optical instruments at Honeywell Aerospace. Defining requirements, architectures, and verification strategies for aerospace and defense missions.
About the role
- Genesys Systems Engineer supporting routing, IVR, and omnichannel contact center technology. Helping Forward Financing, a fintech lender, optimize customer and agent experiences.
Responsibilities
- Provide support and assist in maintaining the Genesys contact center platform
- Assist with configuration, management, and continuous optimization of contact center routing, IVR, and omnichannel workflows
- Support omnichannel communications integrating SMS, voice, and email
- Develop a deep understanding of Genesys flow logic and assist with ongoing enhancements
- Implement simple features and scalable solutions to business and technical problems
- Collaborate with cross-functional stakeholders to gather requirements and translate them into technical designs
- Troubleshoot platform issues, assist in resolving incidents, and support system health and stability
- Monitor system performance and capacity
- Support integrations with the internal CRM and third-party tools
- Work with Salesforce colleagues on feature co-development
Requirements
- 2–4 years of experience in a related telecom role, such as a Genesys Administrator or Engineer
- Genesys Cloud CX experience preferred
- Solid technical expertise in the Genesys platform, including routing, basic API integrations, and omnichannel capabilities
- Familiarity with digital campaign management, including SMS and email journeys, and autodialer campaign management
- Good understanding of telecom concepts, WebRTC troubleshooting, phone provisioning, edge/trunk configuration, and carrier routing
- Experience working with technical support and telecom carriers to help resolve P1/P2 incidents
- Knowledge of Salesforce and experience integrating it with contact center systems
- Demonstrated ability to work directly with business stakeholders to gather requirements
- Strong problem-solving and critical-thinking skills when resolving platform issues
- Excellent written and verbal communication abilities
- Authorization to work for any employer in Canada required
- Must not require sponsorship to work in Canada
Benefits
- 10% annual target bonus
- Medical, dental, and vision coverage
- Flexible time-off policy
- Paid parental leave
- RRSP match
- Wellness reimbursement
- Volunteering days
- Annual professional development budget
- Charitable donation match
- Flexible hours
- Remote-first work flexibility
- Ability to work from home, in the office, or a combination of both
- Virtual and in-person team events
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