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It's an exciting moment to become a part of Fisher Investments; we are making investments in the future of our firm's technology and information security. Our business is expanding globally, highlighting the importance of building an exceptional team to drive future international growth through strategic solutions and advancements. We play a crucial role in supporting our firm's diverse businesses, and we are thrilled to strengthen that foundation by welcoming more seasoned technologists to our Technology team.
Exciting Opportunity:
As a Senior Operations Contact Center Engineer, you will play a key role in the Enterprise Contact Center Operations team, responsible for ensuring the seamless operation, optimization, and overall health of the Genesys Contact Center CX platform.
Your duties will involve troubleshooting CRM platform integrations, analytical applications, and collaborating with team members to maintain the platform's effectiveness in meeting our needs and ongoing business operations. You will participate in technical troubleshooting sessions with core team members, support teams and vendors, address challenging voice quality issues, and actively work towards resolutions. Your reporting line will be to the Enterprise Contact Center Infrastructure Manager.
Responsibilities:
- Support and troubleshoot Contact Center technologies including various applications and integrations
- Collaborate with peers and technical teams on the design and requirements of the Contact Center platform
- Manage user roles and permissions within the system
- Create and oversee operational and business-facing reports
- Develop and implement performance test scenarios
- Enhance operational tools and processes and identify areas for improvement
- Coordinate with Application Support Teams for integration with third-party solutions
- Ensure Contact Center solutions meet business service levels
- Troubleshoot WebRTC connectivity and audio issues
- Monitor and manage Contact Center applications for performance and usability
- Prioritize and address system changes and requests
- Provide technical support during business hours and on-call rotation
Qualifications:
- 6+ years of experience supporting Genesys Call Center platform
- 5+ years of technical experience in cloud-based Contact Center environments
- Proficient in various Contact Center technologies
- Experience with BYOC integrations and automation
- Integration support with Salesforce and ServiceNow
- Familiarity with Agile methodologies and collaboration tools
- Proven experience leading successful programs
- Genesys training and certifications
- Knowledge of Cisco Unified Communications Platform
Why Fisher Investments:
At Fisher Investments, we strive for a greater purpose: enhancing the investment landscape. We take pride in our inclusive culture, personalized learning and development framework, and our Great Place to Work Certification. It's our people who enable the Fisher purpose, and we invest in them by providing outstanding benefits:
- Comprehensive medical, dental, and vision coverage for you and your dependents
- 401(k) match up to the IRS maximum
- Generous PTO and paid holidays
- Support programs for families
- Unique benefits for fertility, hormonal health, and family planning
- Hybrid work from home opportunities
FISHER INVESTMENTS IS AN EQUAL OPPORTUNITY EMPLOYER
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