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Genesys Call Routing Engineer

Company: Brightspeed
Location: Charlotte
Posted on: August 7, 2022

Job Description:

Company Description

Company Description

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.

Be a part of the team that will make this vision a reality---.designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!

Job Description

As a Genesys Call Routing Engineer for Brightspeed, you will have the exciting opportunity to develop and manage call routing solutions for the newest fiber optic network company and the latest software technology. Your responsibilities will include developing new solutions using Genesys PureCloud platform and enhancements over inherited legacy systems routing methodologies. You will be required to collaborate with Business teams and Architects to provide the best-in-class routing solution. You will also partner with other tools and software teams to integrate the solution with other latest technology suites.

As a Genesys Call Routing Engineer, your responsibilities will include:

  • Design and develop solutions using Genesys PureCloud platform - configuration, development, integration, and technical documentation
  • Work with business teams, architect, manager, and related teams to develop requirements
  • Responsible for development, test and publish routing scripts and maintain/support deployed interfaces
  • Come up with innovative solutions and proof of concepts to enhance contact center user and customer experience
  • Responsible to learn and maintain inherited systems from legacy setup
  • Adhere development practices and coding principles
  • Perform Proof of concepts as needed


    • Bachelor's degree in Computer Science or related field
    • Minimum of 5 years of coding/development experience in Contact center platforms
    • Strong "Hands-on" Experience as a Developer involving large scale cloud contact center experience solutions using Genesys PureCloud platform
    • Hands-on experience in Genesys PureCloud platform and its capabilities including (but not limited to) Queuing/Routing, Call Flow, Conversational flows using Genesys PureCloud Architect, Workforce Engagement Management (WEM),
    • Strong programming experience with implementing API/Web Services
    • Strong communication and presentation skills
    • Database knowledge including Azure MSSQL and Oracle
    • Experience integrating Genesys PureCloud with CRM solutions (Salesforce, Service Now platforms)
    • Experience in metrics analysis using canned and custom reports using Genesys Cloud.
    • Experience in Agile software development methodology and practices with full SDLC
    • Ability to adapt through changing technologies

      Bonus Points for -
      • Master's degree
      • Strong working knowledge of Cloud Technologies - AWS, Azure, Google

        Additional Information

        WHY JOIN US?

        We aspire to contemporary ways of working.

        We are committed to being a leader in defining a new way to work because we recognize the changing mindset of today's workforce. We meet you where you are...wherever you are, by providing sensible remote and hybrid work arrangements. Why? Because our purpose is to reimagine how people work, learn, play and connect!

        We Offer Competitive Compensation And Comprehensive Benefits.

        Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. We are committed to building a team as diverse as the customers we serve.

        Diversity, equity and inclusion are at the center of our grounding belief in Being Real.

        When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

        Brightspeed is an Equal Opportunity Employer

        Please be advised that Brightspeed (Connect Holding LLC) requires its employees to be fully vaccinated against COVID-19, subject to the Company's legal obligations including potentially accommodating an employee's sincerely held religious beliefs or medical condition.

Keywords: Brightspeed, Charlotte , Genesys Call Routing Engineer, Engineering , Charlotte, North Carolina

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