Sr. Contact Center and UC Engineer

About Dexcom

Dexcom empowers people to take control of their health through innovative continuous glucose monitoring (CGM) systems. Headquartered in San Diego, California, Dexcom has emerged as a leader in diabetes care technology. By listening to the needs of users, caregivers, and providers, Dexcom simplifies and improves diabetes management around the world.

Summary:

This is a dynamic position responsible for configuring, maintaining, and supporting the enterprise Contact Center and Unified Communications environment. The role’s primary focus will be the maintenance and operation of those cloud platforms and the support of our end-users. The Sr. Contact Center and UC Engineer will install and maintain Cloud telephony systems, manage Contact Center configuration, investigate, and support voice network platform, and troubleshoot Telco Carrier and WAN connectivity.

Essential Duties and Responsibilities:

• Deploy, Configure and Support all aspects of the Genesys Cloud customer contact center platform and RingCentral/Microsoft Teams Voice cloud telephony.
• Work closely with Contact Center management to derive system requirements and to architect solutions that will resolve business needs.
• Drive all Cloud UC and Cloud Contact Center expansion projects, new site rollouts and other initiatives.
• Perform identification, diagnosis, root cause analysis and resolution of SaaS platform and Cloud infrastructure issues. Effectively communicate findings and summarized impact to management and the IT team.
• Work with telecom carriers and service providers to lead the design and implementation of projects for system growth globally.
• Implement tactics for a highly redundant and available contact center system and develop appropriate disaster recovery procedures to support business continuity.
• Ensure that all software-based and physical UC endpoints are configured and maintained in accordance with appropriate standards, best practices, and regulatory compliance requirements.
• Develop strategies for ongoing maintenance and support. Identify areas for automation or other process improvement.
• Configure, deploy, and manage Contact Center and UC system monitoring and alerting.
• Develop performance analysis metrics and oversee the capacity planning for system expansion.
• Provide training and mentor technical staff for Contact Center and UC troubleshooting, configuration, and overall system knowledge.
• Work closely with Network Engineering team to resolve issues in support of the overall infrastructure.
• Ensure that all network is securely protected and mitigate threats and vulnerabilities for daily operations.
• Aptitude to show initiative and follow through, and strong project management skills.
• Experience is formulating, implementing and adhering to Change Management Processes and Procedures.
• Positive, service oriented attitude, teamwork oriented mentality, and sharpened writing, oral and interpersonal skills.
• Ensure compliance with existing policies and procedures pertaining to Sarbanes-Oxley, FDA, PCI and HIPAA regulations.
Assume and perform other duties as assigned.

Qualifications:

• 4-6 Years supporting Contact Center and UC Environments required.
• 2-3 Years’ experience with Cloud Contact Center and Cloud UC solutions required.
• Genesys Cloud Professional and/or Genesys Cloud Developer certifications highly desirable.
• Experience supporting RingCentral and Microsoft Teams Voice highly desirable.
• Some hands-on experience with Cisco Routers, Voice Gateways, Cisco Unified Border Element and Quality of Service configuration is desirable.
• Experience supporting carrier circuit deployments with services such as POTS, PRI, T1, VOIP, SIP, and MPLS.
• Experience building global networks and structuring high-availability environments to ensure voice application uptime.
• Solid understanding of TCP/IP network protocols, including common application protocols.
• Demonstrated ability to systematically troubleshoot problems in complex systems and network environments
Some experience with Active Directory, OKTA and LDAP authentication systems

We offer:

• An exciting opportunity to be a part of a fast-growing, dynamic, innovative international company with a true purpose where you will make a difference to those living with diabetes
• Focus on your long-term career
• Access to best-in-class training and development programs.
  Work with 8000+ awesome colleagues in an open, fast-paced, and fun working environment.
• Competitive salary based on your experience as well as attractive benefits and performance-based bonus