Job Description
One of Insight Global's clients is seeking a Voice Engineer to join their team. This individual will serve as the primary support resource for Genesys and Microsoft Teams Voice environments, handling a variety of tickets related to permissions, call flows, and audio/voicemail functionality. They will troubleshoot issues such as failed uploads, dropped calls, and voicemail outages, escalating to Genesys support, TAMs, or vendors like Verizon when necessary. In addition to support, they will contribute to building and configuring call center solutions, including auto attendants, call queues, and high-touch (“white glove”) support setups. The role also involves partnering with internal teams to provide guidance on call center technologies, especially for groups with limited experience, while collaborating with a data scientist to help develop a centralized reporting database and interpret call center metrics. This person will analyze discrepancies between Genesys and Teams reporting using tools like Power BI and Excel, coach and train internal teams, and contribute to improving documentation and knowledge sharing. They will work cross-functionally with engineers, operations, and leadership to maintain system stability, and will participate in a light on-call rotation once every three months. Candidates must be comfortable going onsite to Harrisburg, PA a few days per week.
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Required Skills & Experience
- 4+ years of experience supporting or engineering within call center/telecom environments
- Hands-on experience with Genesys and Microsoft Teams Voice (administration, troubleshooting, or integration)
- Strong troubleshooting skills across voice, call flows, and telecom systems
- Ability to interface with both technical teams and end users in a customer-friendly, consultative manner
- Experience escalating issues to vendors (e.g., Genesys, Verizon)
- Familiarity with Microsoft tools (Excel, Power BI, Visio) for reporting and documentation
Nice to Have Skills & Experience
- Experience training end users or mentoring other technicians
- Exposure to chatbot technologies (e.g., Google Bots)
- Experience building or maintaining knowledge bases/documentation systems
- Background working alongside data teams or contributing to reporting/database initiatives
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.