Where you come in:
Deploy, Configure and Support all aspects of the Genesys Cloud customer contact center platform. This includes:
Admin configuration of
Users, Roles, Permissions, Divisions, WebRTC phones, Sites, and Locations
Queues, Skills, Call Routes, Schedules, Data Tables
Email Domains, SMTP Relay, Email Wizard
Recording and Evaluation Policies
Performance Workspace Reports
Queue Activity and Performance
Agent Activity and Performance
DNIS Performance
Dashboards
Architect configuration of
Inbound Call Flows
Inqueue Call Flows
Email Flows
Prompts
Design, build, and maintain Genesys Cloud configurations, including queues, skills, call routing, Architect flows, schedules, data tables, recording policies, dashboards, and performance reporting.
Manage Genesys Cloud Voice services, DID inventory, number management, BYOC SIP trunking, and carrier connectivity to support inbound and outbound communications.
Collaborate with telecom carriers, cloud vendors, and service providers to maintain reliable voice services and resolve telephony-related issues.
Perform identification, diagnosis, root cause analysis, and resolution of SaaS platform, cloud infrastructure, telephony, and voice network issues, while effectively communicating impact and remediation plans to stakeholders.
Develop and maintain monitoring, alerting, performance analytics, and capacity planning processes for Contact Center and Unified Communications platforms, leveraging tools such as Cyara VoiceAssure and ResolveAX where applicable.
Drive continuous improvement through automation, process optimization, and the use of Genesys APIs, Genesys CX as Code, Python, Terraform, and AI-driven insights.
Ensure software-based endpoints and communication platforms are configured and maintained in accordance with security standards, best practices, and regulatory requirements.
Partner with IT Service Desk, Network Engineering, Infrastructure, and Security teams to support enterprise communication services and lead projects through planning, testing, implementation, change management, and post-production support.
Ensure compliance with organizational policies and regulatory requirements, including SOC, FDA, PCI, and HIPAA, while maintaining accurate technical documentation and operational procedures.
Assume and perform other duties as assigned.
What makes you successful
4-5 years Contact Center and UC support required; overall typically 5+ years experience.
Your Genesys Cloud Professional and/or Genesys Cloud Developer certifications highly desirable.
Your experience supporting carrier circuit deployments with services such as POTS, PRI, T1, VOIP, and SIP.
Your solid understanding of TCP/IP network protocols, including common application protocols.
Your ability to systematically troubleshoot problems in complex systems and network environments.
Your experience with Active Directory, OKTA and LDAP authentication systems.
Strong ITIL knowledge driving effective incident, problem, and change management.
Bachelor's degree (B. A.) from four-year college or university.
What you’ll get
A front row seat to life changing CGM technology. Learn about our brave #dexcomwarriors community.
A full and comprehensive benefits program.
Growth opportunities on a global scale.
Access to career development through in-house learning programs and/or qualified tuition reimbursement.
An exciting and innovative, industry-leading organization committed to our employees, customers, and the communities we serve.
Travel Required
0-25%
Experience and Education Requirements
Typically requires a Bachelor’s degree in a technical discipline, and a minimum of 5-8 years related experience or Master’s degree and 2-5 years equivalent industry experience or a PhD and 0-2 years experience.
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AI in Hiring Notice: We may use AI supported tools to help make our hiring process more efficient, consistent, and accessible for candidates around the world. All hiring decisions are made by people.
At Dexcom, we are committed to providing a fair and inclusive recruitment process, and welcome candidates of all genders and gender identities to apply. If any wording in this description appears unintentionally gendered or exclusionary, please be assured this is not intentional.
Should a reasonable accommodation be necessary to aid a disability, requests should be sent to Dexcom Talent Acquisition at talentacquisition@dexcom.com.
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