As a Workplace Contact Center Engineer, you will be responsible for designing, implementing, and managing the contact center technology and infrastructure using Genesys Cloud and associated technologies. You will play a critical role in designing, architecting, and supporting the contact center capabilities within Genesys, ensuring reliable and efficient voice communication across the organization. This position requires in-depth knowledge of Contact Center technology, telephony systems, networking, and strong problem-solving skills. In addition to the technical skillset, this role does require an aptitude for client facing interactions and customer focused mindset for solution delivery.

　　 In this role, you will: Genesis

　　 Cloud Contact Center Engineering:

　　Design, implement, and maintain the various capabilities available on Genesys Cloud such as voice, video, messenger, chatbots, etc. Contact Center Platform Integration:

　　Integrate Genesys Cloud with external systems, such as ServiceNow, CRMs, or Session Border Controllers (SBCs), to enable various business capabilities. Call Routing and Dial Plans:

　　Develop and implement call routing strategies, dial plans, and emergency call routing configurations within Microsoft Teams. Quality of Service (QoS):

　　Optimize voice quality and ensure a seamless user experience by configuring and monitoring Quality of Service parameters for voice traffic. Troubleshooting and Issue Resolution:

　　Investigate and resolve complex technical issues related to contact center services. Collaborate with other IT teams, vendors, and service providers to troubleshoot and resolve contact center-related problems. Customer focused and business aware:

　　Dedicated to understanding customer needs and applying architectural and vertical expertise to multi-functional teams to drive alignment on decisions. Strong business insight with a clear understanding of high-level business landscape including key strategic priorities and processes. Documentation and Training:

　　Create and maintain technical documentation, user guides, and best practice guidelines for contact center services. Conduct training sessions and provide technical support to end-users and administrators. Collaboration and Project Management:

　　Collaborate with cross-functional teams to plan and implement contact center projects, such as migrations, upgrades, or system enhancements. Define project scope, develop project plans, and ensure timely delivery of project milestones. Stay Updated with Industry Trends:

　　Continuously monitor industry trends and emerging technologies related to contact center and voice communication. Evaluate new features and capabilities and recommend improvements or enhancements to optimize contact center services. What it takes:

　　Bachelor's degree in computer science, information technology, or a related field. Relevant industry certifications are preferred.

　　Minimum of 5 years of experience in designing, implementing, and managing enterprise contact center environments.

　　 Technical Skills: In-depth knowledge of Genesys Cloud capabilities, including building flows in Architect, management of SIP Trunks, Omnichannel capabilities, and integration with Third-Party tools and services (CRM, Reporting, etc)Proficiency in configuring and troubleshooting contact center implementations and integrations.Experience with AWS tools and services (EC2, S3, Serverless, Databases, EventBridge)Experience automating manual processes and communicating with API'sProficiency with enterprise-grade carrier technology (Verizon, Lumen, AT&T) as well as experience with Session Border Controllers.Proficiency in building and maintaining routing plans in carrier networks (Toll Free number management)Knowledge of domestic and international routing schemas for Toll-FreeProficiency with reviewing bills and invoices from major carriersStrong understanding of networking protocols, including TCP/IP, SIP, RTP, and DNS.Experience with voice quality monitoring and troubleshooting tools.Hands on experience with Python, Powershell, Pearl and ability to work on APIs. Additional Skills that make an impact:

　　 Problem-Solving Skills:

　　Ability to analyze complex technical issues, identify root causes, and implement effective solutions.

　　 Project Management Skills:

　　Proven track record of successfully leading and delivering voice-related projects on time and within budget.

　　 Communication and Collaboration:

　　Excellent communication skills with the ability to collaborate effectively with cross-functional teams, end-users, and vendors.

　　 Adaptability:

　　Willingness to learn new technologies and adapt to changing business needs and priorities.

　　 Attention to Detail:

　　Strong attention to detail and commitment to delivering high-quality contact center solutions.

　　Special Factors:

　　Vanguard is not offering sponsorship for this role.

　　Special Factors

　　Sponsorship

　　Vanguard is offering visa sponsorship for this position.

　　About Vanguard

　　We are Vanguard. Together, we're changing the way the world invests.

　　For us, investing doesn't just end in value. It starts with values. Because when you invest with courage, when you invest with clarity, and when you invest with care, you can get so much more in return. We invest with purpose - and that's how we've become a global market leader. Here, we grow by doing the right thing for the people we serve. And so can you.

　　We want to make success accessible to everyone. This is our opportunity. Let's make it count.

　　Inclusion Statement

　　Vanguard's continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: "Do the right thing."

　　We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguard's core purpose through our values.

　　When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard's core purpose.

　　Our core purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

　　How We Work

　　Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.