Looking for a company that inspires passion, courage and creativity, where you can be on the team shaping the future of global commerce? Want to shape how millions of people buy, sell, connect, and share around the world? If you’re interested in joining a purpose driven community that is dedicated to crafting an ambitious and inclusive work environment, join eBay – a company you can be proud to be with.

Primary Job Responsibilities:

Provides leadership and support for a Genesys contact center and related information systems and networks.

Monitors contact center technology including systems, applications, call routing and network traffic.

Leads customer discovery sessions and performs the solution implementations of the Cloud platform.

Responsible for establishing and owning technical architectures and implementing new technologies.

Modifies Genesys system configuration based on business requirements and other factors.

Plans and directs deployment of new contact center technologies and upgrades.

Coordinates and manages planned system maintenance and change control process.

Performs triage and troubleshooting of Genesys applications and related telephony/network components as needed.

Ability to prioritize issues effectively and meet tight deadlines when required.

Serves as the main point of contact for all Genesys concerns internally and with external vendors.

Provides secondary support for other information systems/networks as required.

Job Requirements:

Must Have:

• 5 years’ experience supporting Genesys Framework, Genesys inbound Voice (TDM and SIP), Genesys InfoMart, Genesys Administrator, Genesys URS and Orchestration servers; Stat Servers including creating custom statistics, Gplus Adapter for Siebel, and Gplus Adapter for Aspect WFM components
• Ability to advise on business & operational best practices related to contact center migration to Genesys Cloud preferably GCP.
• Demonstrated proficiency with Cloud technologies (GCP) strongly preferred.
• Must have call center experience and understand skills-based routing.
• A proven ability to read and analyze Genesys system logs such as (but not limited to) TServer / Sip Server, Interaction Server, ORS/URS, GRS Etc.
• Knowledge of voice networks including switching, messaging, signaling, etc.
• Knowledge of call routing strategies, CTI, and T-server operation. Knowledge of nuance speech engines (ASR/TTS) and tools.
• Knowledge of email, chat and open media routing.
• Knowledge of Real Time reporting engine (CCPulse / Stat Server).
• Experience with both TDM and VoIP routing protocols

Nice to Have:

• Comfortable interacting with Web Service, SOA. Exposure to VXML, Voice Objects, C Sharp
• Familiarity with Platform SDK

Experience Required:

• 5 years’ experience implementing and supporting global, multi-site Genesys contact center applications.
• Minimum 2+ years technical, hands-on experience with focus on the Genesys Cloud platform.
• 5-10 years’ experience with voice communications systems.
• Minimum five years increasingly responsible systems and administration design and support experience required

Skills:

• Excellent structured analysis/design/testing methodology.
• Outstanding interpersonal, communication, project management and problem-solving skills.
• Project management skills and ability to communicate well within cross-functional teams.
• Ability and willingness to mentor more junior personnel.
• Ability to convert project requirements into logical sequence of tasks through delivery of the successful project
• Genesys Framework 8.X Certification would be a plus.

Education: Bachelor’s Degree or Equivalent

Benefits are an essential part of your total compensation for the work you do every day. Whether you’re single, in a growing family, or nearing retirement, eBay offers a variety of comprehensive and competitive benefit programs to meet your needs. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.

Here at eBay, we love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel eBay is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work. To learn about eBay’s Diversity & Inclusion click here: https://www.ebayinc.com/company/diversity-inclusion/

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eBay Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com. We will make every effort to respond to your request for disability assistance as soon as possible. Jobs posted with location as "Remote - United States (Excludes CO, HI, NM)" excludes Colorado, Hawaii and New Mexico.