Job Description:

We are seeking an experienced and innovative M&A Voice Engineer with deep expertise in Genesys Cloud integrations to join our IT/Unified Communications team.This role will be primarily responsible for designing, integrating, and implementing Genesys Cloud solutions during mergers and acquisitions (M&A). The ideal candidate will also possess strong backup experience in Microsoft Teams and Cisco VoIP technologies. This project-based role requires close collaboration with cross-functional teams to ensure seamless voice system transitions, alignment with business goals, and adherence to IT standards.

Key Responsibilities:

• Lead the assessment, design, and deployment of Genesys Cloud platforms during M&A activities.

• Evaluate legacy contact centre infrastructures and recommend optimal integration or migration strategies.

• Collaborate with business units to ensure Genesys Cloud solutions align with organizational and operational goals.

• Configure, optimize, and maintain Genesys Cloud applications, routing, and workforce management systems.

• Manage and integrate telephony solutions with SIP trunks and cloud infrastructure.

• Develop and implement call flow designs and routing strategies to maintain operational continuity.

• Provide backup support for Microsoft Teams Phone System configurations, including Direct Routing and SBC management.

• Offer expertise on Cisco Unified Communications Manager (CUCM) systems during M&A integrations.

• Support hybrid communication environment integrations when required.

• Partner with IT, network, and security teams to ensure Genesys Cloud integration aligns with the broader infrastructure strategy.

• Deliver technical expertise and training to internal stakeholders during M&A projects.

• Liaise with vendors and service providers to troubleshoot and resolve system issues efficiently.

Professional Skills:

• 5+ years of experience in Voice Engineering with a focus on Genesys Cloud implementations.

• In-depth knowledge of Genesys Cloud architecture, call routing, and telephony integrations.

• Hands-on experience with Microsoft Teams Phone System and Cisco VoIP solutions.

• Proven experience in M&A voice system integrations and migrations.

• Strong understanding of SIP, QoS, VLANs, and cloud telephony solutions.

• Excellent analytical, troubleshooting, and problem-solving skills.

• Relevant certifications such as Genesys Cloud Certified Professional (GCP-GC) or Microsoft Teams Voice Engineer Expert preferred.

• Experience with contact centre analytics and reporting tools.

• Knowledge of hybrid telephony environments and cloud migration strategies.

• Familiarity with voice system regulatory compliance (e.g., E911).

• Strong project management and organizational capabilities.

• Excellent verbal and written communication skills.

• Ability to adapt in dynamic, fast-paced M&A environments.

• Cisco certifications in Routing and Switching are a plus.