Fisher Investments
It's an exciting time to join Fisher Investments; we're investing in the future of our firm's technology and information security.
Our business is growing internationally, which emphasizes the need to build an unparalleled team that promotes future global growth through strategic solutions and progress.
We are important to supporting our firm's diverse businesses, and we're excited to continue solidifying that foundation as we add more experienced technologists to our Technology team.
The Opportunity:
As a Senior Operations Contact Center Engineer, you will be part of the Enterprise Contact Center Operations teams responsible for ensuring the smooth operation, optimization, and overall health of the Genesys Contact Center CX platform.
Your responsibilities will include troubleshooting CRM platform integrations, analytic applications, and collaborating with team members to uphold the platform's effectiveness in meeting our needs and continues business operations.
You will engage in technical troubleshooting sessions alongside core team members, supporting teams and vendors, addressing complex voice quality issues, and actively working towards resolutions.
You will report to the Enterprise Contact Center Infrastructure Manager.
The Day-to-Day:
Support and troubleshoot contact center technologies which include Call Recording/Transcription Applications, Inbound / Outbound Routing Strategies, IVR, Workforce Management, SIP, BYOC, CTI Integration, WebRTC, Softphones, Genesys Web Browser Extension, Analytics, and ReportingCollaborate with peers and other technical teams on the end state design of the contact center platform and telephony requirementsDefine and manage user roles and permissions in system to meet our requirementsDefine and manage contact center operational reports and business facing reportsWrite, maintain and implement performance test scenarios, strategy and document test status and resultContinue to improve the effectiveness of operational tools, processes and identify opportunities for improvementsCollaborate with Application Support Teams to insure proper integration with third-party solutions like Salesforce, Cisco UC, Observe.
AI, Aleveo, PureInsightWork with Technology Business Support team to ensure Contract Center solutions are meeting business service levelsTroubleshoot complex WebRTC connectivity and audio issues reported by in-office and remote usersMonitor and manage of contact center applications to ensure overall system performance, accessibility, and usabilityEnsure system changes and requests are prioritized and addressed directly, or with vendor technical supportProvide Level 3/4 Technical support during business hours and on-call rotationYour
Qualifications:
6
years of experience Supporting Genesys Call Center platform5
years of deep technical experience working with cloud-based Globally deployed Contact Center environmentsProficient in contact center technologies including Call Routing, Call Recording, Transcription, Historical Reporting, IVR Solutions, Omni-Channel solutions, Work Force Optimization and CRM IntegrationsExperience implementing and supporting BYOC integrations with CCAASScripting and use of automation optimizing repeatable tasks by REST APIsIntegration support with Salesforce and ServiceNowExperience with Agile / Scrum methodologies, Collaborating on JIRA and ConfluenceProven experience leading programs to successful implementation and completionGenesys training and certificationsKnowledge of Cisco Unified Communications Platform and Cisco SBCWhy Fisher Investments:
We work for a bigger purpose:
bettering the investment universe.
We take great pride in our inclusive culture, our learning and development framework customized for every employee, and our Great Place to Work Certification.
It's the people that make the Fisher purpose possible, and we invest in them by offering exceptional benefits like:
100% paid medical, dental and vision premiums for you and your qualifying dependentsA 50% 401(k) match, up to the IRS maximum20 days of PTO , plus 10 paid holidays ( 17 days of PTO and 3 days of sick time for California employees)Family Support programs including 8 weeks Paid Primary Caregiver leave, adoption assistance and back-up child care$10,000 fertility, hormonal health and family-forming benefitOpportunity to participate in our hybrid work from home program.
This program is subject to change.
Based on tenure and performance eligibility, you will have the opportunity to work from home up to 75 days per yearFISHER INVESTMENTS IS AN EQUAL OPPORTUNITY EMPLOYER--s-p-m1--By applying, you consent to your information being transmitted by Monster to the Employer, as data controller, through the Employer's data processor SonicJobs.
See Fisher Investments Privacy Policy at https:
//www.
fisherinvestments.
com/en-us/privacy/usa?_ga=2.
135524401.
1257692294.
1706108636-1531835305.
1706108636 and SonicJobs Privacy Policy at https:
//www.
sonicjobs.
com/us/privacy-policy and Terms of Use at https:
//www.
sonicjobs.
com/us/terms-conditionsAbout the Company:
Fisher Investments.
Estimated Salary: $20 to $28 per hour based on qualifications.
Our business is growing internationally, which emphasizes the need to build an unparalleled team that promotes future global growth through strategic solutions and progress.
We are important to supporting our firm's diverse businesses, and we're excited to continue solidifying that foundation as we add more experienced technologists to our Technology team.
The Opportunity:
As a Senior Operations Contact Center Engineer, you will be part of the Enterprise Contact Center Operations teams responsible for ensuring the smooth operation, optimization, and overall health of the Genesys Contact Center CX platform.
Your responsibilities will include troubleshooting CRM platform integrations, analytic applications, and collaborating with team members to uphold the platform's effectiveness in meeting our needs and continues business operations.
You will engage in technical troubleshooting sessions alongside core team members, supporting teams and vendors, addressing complex voice quality issues, and actively working towards resolutions.
You will report to the Enterprise Contact Center Infrastructure Manager.
The Day-to-Day:
Support and troubleshoot contact center technologies which include Call Recording/Transcription Applications, Inbound / Outbound Routing Strategies, IVR, Workforce Management, SIP, BYOC, CTI Integration, WebRTC, Softphones, Genesys Web Browser Extension, Analytics, and ReportingCollaborate with peers and other technical teams on the end state design of the contact center platform and telephony requirementsDefine and manage user roles and permissions in system to meet our requirementsDefine and manage contact center operational reports and business facing reportsWrite, maintain and implement performance test scenarios, strategy and document test status and resultContinue to improve the effectiveness of operational tools, processes and identify opportunities for improvementsCollaborate with Application Support Teams to insure proper integration with third-party solutions like Salesforce, Cisco UC, Observe.
AI, Aleveo, PureInsightWork with Technology Business Support team to ensure Contract Center solutions are meeting business service levelsTroubleshoot complex WebRTC connectivity and audio issues reported by in-office and remote usersMonitor and manage of contact center applications to ensure overall system performance, accessibility, and usabilityEnsure system changes and requests are prioritized and addressed directly, or with vendor technical supportProvide Level 3/4 Technical support during business hours and on-call rotationYour
Qualifications:
6
years of experience Supporting Genesys Call Center platform5
years of deep technical experience working with cloud-based Globally deployed Contact Center environmentsProficient in contact center technologies including Call Routing, Call Recording, Transcription, Historical Reporting, IVR Solutions, Omni-Channel solutions, Work Force Optimization and CRM IntegrationsExperience implementing and supporting BYOC integrations with CCAASScripting and use of automation optimizing repeatable tasks by REST APIsIntegration support with Salesforce and ServiceNowExperience with Agile / Scrum methodologies, Collaborating on JIRA and ConfluenceProven experience leading programs to successful implementation and completionGenesys training and certificationsKnowledge of Cisco Unified Communications Platform and Cisco SBCWhy Fisher Investments:
We work for a bigger purpose:
bettering the investment universe.
We take great pride in our inclusive culture, our learning and development framework customized for every employee, and our Great Place to Work Certification.
It's the people that make the Fisher purpose possible, and we invest in them by offering exceptional benefits like:
100% paid medical, dental and vision premiums for you and your qualifying dependentsA 50% 401(k) match, up to the IRS maximum20 days of PTO , plus 10 paid holidays ( 17 days of PTO and 3 days of sick time for California employees)Family Support programs including 8 weeks Paid Primary Caregiver leave, adoption assistance and back-up child care$10,000 fertility, hormonal health and family-forming benefitOpportunity to participate in our hybrid work from home program.
This program is subject to change.
Based on tenure and performance eligibility, you will have the opportunity to work from home up to 75 days per yearFISHER INVESTMENTS IS AN EQUAL OPPORTUNITY EMPLOYER--s-p-m1--By applying, you consent to your information being transmitted by Monster to the Employer, as data controller, through the Employer's data processor SonicJobs.
See Fisher Investments Privacy Policy at https:
//www.
fisherinvestments.
com/en-us/privacy/usa?_ga=2.
135524401.
1257692294.
1706108636-1531835305.
1706108636 and SonicJobs Privacy Policy at https:
//www.
sonicjobs.
com/us/privacy-policy and Terms of Use at https:
//www.
sonicjobs.
com/us/terms-conditionsAbout the Company:
Fisher Investments.
Estimated Salary: $20 to $28 per hour based on qualifications.
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