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Implementation Engineer


Full time, Permanent

Job Description

This position is a role within the New Era team to configure, deploy and maintain Genesys Cloud solutions. We are looking for an intermediate engineer who has experience working on projects involving contact centre solutions deployment and maintenance.

Responsibilities and Duties

  • Provide engineering services for the implementation, installation, configuration, testing, and troubleshooting of Genesys Cloud platform solutions in customer environments

  • Troubleshoot technical issues and perform root-cause analysis.

  • Develop customer-specific technical process and/or procedure documentation.

  • Perform unit and quality assurance testing.

  • Support customer acceptance testing activities and troubleshoot/correct any issues.

  • Answer customer’s technical questions and provide explanation of technical concepts and issues.

  • Provide system administration and other technical customer training.

  • Provide customer support through tickets as required.

  • Develop, write, update, and/or maintain engineering work products and documentation.

  • Proactively identify and contribute to the establishment and improvement of implementation and engineering standards, processes, procedures, best practices.

  • Provide Design Services, as required, on small and/or existing customer projects which includes gathering customer requirements and developing design documents for customer approval.

Qualifications and Skills

  • At least 5 years of working experience in contact centre technology, Genesys experience an asset.

  • Solid understanding of infrastructure including security, deployment, maintenance

  • Understanding of SDLC and Agile Methodologies 

  • Strong teamwork skills

  • Strong problem solving, verbal and written communication skills.

  • Genesys Certified Professional is an asset otherwise certification training will be provided.

  • Experience with Genesys PureConnect is an asset but not required.




Health Care


Disability &
Life Insurance


Flexible Hours
& Remote Work

Let's talk about your projects / needs

+1 877.743.8474

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