Job Actions

Job Information

Senior Voice Engineer
SOUTH JORDAN UT 84095
Category: Other
  • Your pay will be discussed at your interview

Job code: lhw-e0-89772006

Company Profile

Willis Towers Watson

Contact Company


Local Information

Laugh while you Look

Sponsored Ads

Summary

  Job posted:   Thu May 17, 2018
  Distance to work:   ? miles
       
  1 Views, 0 Applications  
 
Senior Voice Engineer
Senior Voice Engineer
Apply
Not ready to Apply? at
**

JOB DESCRIPTION**


The Senior Voice Engineer works in support of voice platforms across the Willis Towers Watson organization, specifically the Individual Exchange line of business. The candidate will be responsible for collaborating with all relevant departments. They will provide technical expertise, planning and execution of voice infrastructure and application changes. This individual is the telephony and Genesys subject matter expert and will play a key role in maintaining excellent voice quality and stability for our call centers. The candidate will also work with operations, infrastructure, development, and database teams to oversee and execute change within our voice implementation. The candidate will maintain a broad knowledge of current and emerging best practices for Genesys and supporting products.


**The Role**


The Senior Voice Engineer works in support of voice platforms across the Willis Towers Watson organization, specifically the Individual Exchange line of business. The candidate will be responsible for collaborating with all relevant departments. They will provide technical expertise, planning and execution of voice infrastructure and application changes. This individual is the telephony and Genesys subject matter expert and will play a key role in maintaining excellent voice quality and stability for our call centers. The candidate will also work with operations, infrastructure, development, and database teams to oversee and execute change within our voice implementation. The candidate will maintain a broad knowledge of current and emerging best practices for Genesys and supporting products.


**Responsibilities**


o Work on a team focusing on Genesys and voice products, processes, initiatives and acting as the point of contact and collaborating with other organization units within the company in these matters.

o Upgrading and patching Genesys voice components.

o Supporting and troubleshooting voice quality and connection issues.

o Improving stability, scalability and quality of service of voice infrastructure.

o Demonstrating and applying best practice while also educating and mentoring others on voice administration.

o Interacting with voice service providers on existing implementation and upcoming initiatives.

o Working with consultants and contractors to improve telephony performance, efficiency and quality.

o Working as an escalation point for telephony, taking input from multiple groups to bring problems to resolution.


**The Requirements**


o Five years or greater experience designing and supporting Genesys Framework 8.x environments, with a focus on following skill areas:


o High Availability (HA) designs across multiple data centers


o SIP environments and integrations (e.g. SBC)


o Administration using Genesys Administrator (GA), Genesys Administrator Extension (GAX), and Configuration Environment (CME)


o Monitoring and Alerting using Solution Control Interface


o Genesys Voice Platform


o Applying patches and updates to Genesys environment and ability to build unit test plans


o Experience or knowledge of Genesys routing components:


o Orchestration Server


o Universal Routing


o Composer


o Interaction Routing Designer (IRD)


o Knowledge and/or experience with Microsoft SQL in relation to Genesys preferred.

o Experience with Genesys Interaction Recording (GIR) preferred.

o Custom desktop integrations through platform SDKs (i.e. TLib) preferred.

o Experience with Configuration as Code preferred.

o Knowledge and/or experience with Session Border Controller (SBC) environments preferred.

o Working knowledge of Microsoft Lync or Skype for Business is preferred as we are in transition.


Written and verbal communication skills are critical. Must be able to communicate with the technology providers as well as with business leaders. An ability to understand the technical details and communicate at a high level is essential.


**The Company**


Willis Towers Watson is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, Willis Towers Watson has 40,000 employees serving more than 140 countries. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas - the dynamic formula that drives business performance. Together, we unlock potential. Learn more at willistowerswatson.com. at


**Willis Towers Watson is an equal opportunity employer**


Willis Towers Watson is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.


Equal Employment Opportunity: Know your rights. at


**Unsolicited Contact:** Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Willis Towers Watson are considered property of Willis Towers Watson and are not subject to payment of agency fees. In order to be an authorized Recruitment Agency/Search Firm for Willis Towers Watson, any such agency must have an existing formal written agreement signed by an authorized Willis Towers Watson recruiter and an active working relationship with the organization. Resumes must be submitted according to our candidate submission process, which includes being actively engaged on the particular search. Likewise, for our authorized Recruitment Agencies/Search Firms, if the candidate submission process is not followed, no agency fees will be paid by Willis Towers Watson. Willis Towers Watson is an equal opportunity employer.


Apply

Not ready to Apply? at


**SHARE WITH:**


+ Share on Facebook

+ Share on Twitter

+ Share on Google+ Share on Pinterest

+ Share on Linkedin

+ Share by Mail


**JOB SNAPSHOT**


+ Location:South Jordan, UT, US

+ Date Posted:May 15, 2018

More Information »