EA
ERP System Engineer managing Microsoft Dynamics BC/NAV operations and database administration in a flexible, hybrid work setup. Collaborating with internal teams and ensuring system functionality.
About the role
- Senior Systems Engineer for Flare, managing Genesys Cloud telephony platform and ensuring seamless customer communications in a hybrid work environment.
Responsibilities
- Build, design, configure, and maintain IVR flows and call routing strategies in Genesys Cloud CX
- Set up and manage SIP trunks, DID numbers, call queues, and agent lines
- Perform line provisioning, voice gateway configuration, and trunk diagnostics
- Collaborate with product and sales to gather routing logic requirements and translate them into IVR solutions
- Monitor and troubleshoot telephony issues to ensure high availability and performance
- Support integration with third-party telephony infrastructure and systems
- Conduct regular system health checks and capacity planning for voice systems
- Ensure compliance with security and call recording regulations
- Build and maintain integrations between Genesys, Salesforce, and other systems
- Act as the technical escalation point for complex contact-center issues, leading root-cause analysis and continuous improvement initiatives
Requirements
- Proven experience in configuring Genesys Cloud CX telephony and setting up IVR systems
- Strong hands-on experience with Architect call flows, queues, skills-based routing, and IVR menus
- Experience managing carrier relationships and troubleshooting issues across platforms
- Proven capability designing and maintaining telephony integrations using APIs, web services, and event-based workflows
- Deep understanding of SIP, VoIP, DID provisioning, and related telephony protocols
- Experience troubleshooting production issues and performing root cause analysis
- Solid understanding of call recording, CTI, security, and compliance requirements
- Ability to build and maintain dashboards and reports to support decision-making
- Familiarity with CI/CD processes and deployment practices for cloud contact centre platforms
- Experience translating business requirements into scalable telephony and routing solutions
Benefits
- Enjoy a flexible, hybrid workplace that brings balance to how you work
- Set up your home office with a little financial help from us, and take advantage of great corporate discounts and vouchers from top retailers
- Benefit from our partnership with Sonder, which supports the wellbeing of our team members
- Unlock your potential via in-house training and programs, LinkedIn Learning, conferences and study assistance
- Access to a variety of leave options available to support your wellbeing, including up to an additional four weeks of purchased leave, generous parental leave, domestic violence leave, transgender leave, community leave, study leave, and more
- Join our communities, built around ‘Wellness’, ‘Belonging’ and the ‘Planet’ where you can make a meaningful contribution
Job title
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VG
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