Genesys Platform Engineer

Job Description

Description

SAIC is looking for a Senior System Administrator to work 100% REMOTE as part of the IT Managed Service (ITMS) delivery team focusing on Contact Center/Telephony system administration. In this role you will be providing support for the IT contact service center which will include development and deployment. You will work closely with other team members and IT infrastructure groups to support customer needs in a contact center environment. You will provide support for a mature on-premises Contact Center Solution while also providing a measure of support for new business engagements and service-offering development in both on-premises and cloud based environments. You will need to harness your IT technical experience to understand the overall functional and non-functional requirements that go into IT service development and deployment.  This role requires that you are able to handle multiple tasks and projects within the scope of your daily duties. In addition, technical writing and process documentation will be required. This job is Full Time and can be worked Remote anywhere in the U.S   

This opportunity within our IT managed service (ITMS) delivery team will provide the selected applicant with excellent opportunities for career growth, a technical and operational training path along with daily experience in ITMS operations, service development and service delivery. Our operations support an enterprise class multi-tenanted environment providing ITMS for a large GOV/CIV customer base. We operate in cross-functional teams within a mature ISO® 9001, ISO® 20000, and ISO® 27001 delivery model, with a focus on an Agile / ITIL4 approach to operations.

Qualifications

EDUCATION AND EXPERIENCE: Bachelors and five (5) years or more experience; Masters and three (3) years or more experience; Work experience considered in lieu of degree.

 

REQUIRED SKILLS:

• Minimum Six (6) years of experience working in IT discipline.
• Three (3) years of experience with Contact Center Applications/Systems either on-premises or cloud based. 
  • Preferably Genesys, Avaya, or Cisco for on-premises in that order.
  • Preferably Genesys. Amazon Connect, or InContact for cloud systems.
• Experience with Microsoft Operating Systems and Tools.
• Strong written / verbal communication skills and customer interaction skills with users of all levels.
• Excellent organizational and prioritization skills
• Strong ability to analyze problems, provide solutions, and communicate solutions
• Able to work in a team environment as well as take direction and work through issues independently to achieve business outcomes
• Strong technical writing and process documentation skills
• Dependable attendance and work record required
• Open to travel if need arises
• Able to obtain basic government clearance

 

DESIRED SKILLS:

• Working knowledge of Windows 10 workstations and Windows server 2012-2019
• Familiarity with TCP/IP networks
• Functional understanding of the basic design and implementation of network, IT infrastructure, Cloud Solutions, and Contact Center services
• Security+, Certification in some form of Unified Communications/VoIP platform, ITIL4 Foundations, DevOps v2 Foundation, Related Microsoft Certifications

COVID Policy: Prospective and/or new employees are required to adhere with SAIC's vaccination policy. All SAIC employees must be fully vaccinated and they must submit proof of vaccination on their first day of employment. Prospective or new employees may seek an exemption to the vaccination requirement at Contact Us and must have an approved exemption prior to the start of their employment. Where work is performed strictly at a customer site, customer site vaccination requirements preempt SAIC's vaccination policy.
Target salary range: $95,001 - $105,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

Overview

SAIC® is a premier Fortune 500® technology integrator driving our nation's technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence, and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions that are critical to achieving our customers' missions.

We are more than 26,500 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a respectful work culture based on diversity, equity, and inclusion that values all contributors. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.1 billion. For more information, visit saic.com.