Telecom Engineer, Senior Principal

Newfold Digital is a leading web technology company serving nearly seven million customers globally

Established in 2021 through the combination of leading web services providers Endurance Web Presence and Web

com Group, our portfolio of brands includes: Bluehost, BigRock, ResellerClub, CrazyDomains, HostGator, Network Solutions, Register

com, Web

com and many others

We help customers of all sizes build a digital presence that delivers results

With our extensive product offerings and personalized support, we take pride in collaborating with our customers to serve their online presence needs

What You Will Do

Newfold Digital is seeking a qualified resource to join as a Senior Telecom Engineer for our global support team

This role is for a hands-on technical resource who will responsible for designing, implementing and supporting contact center cloud solutions to solve complex business challenges for new and existing clients

The selected candidate will help lead our global Genesys Cloud platform including advanced incident remediation, complex cloud implementations, documentation, as well as adoption of AI based platform capabilities

This team player will partner with internal partners, external vendors and Genesys support partners

Genesys Contact Center experience is required including installation, maintenance, and advanced configuration on the platform

Provide technical leadership CCaaS omni-channels including voice, chat and web messaging

Works independently and as a team member to monitor and maintain the platform

Maintains all appropriate documentation in support of Telecom

Collaborate vendors, other engineers, product owners, designers and project manager to deliver work products

Support platform integrations between systems and data

Support automation efforts leveraging workflows, RPA, NLP, BOTs and more

Support platform upgrades and patches, maintenance, underlying feature updates

Deliver error free code adhering to standards, schedules, and business requirements

Consistently communicate status to manager, teammates and stakeholders

On-Call Support Participate in 24x7 on-call team rotations

Who You Are

Bachelor's degree in computer science or related engineering field of study

Minimum of 8+ years of experience in contact center technologies

Deep understanding of contact center architecture with working knowledge of communications protocols, integration and APIs: WebRTC, SIP, VOIP, CTI, SBC, etc,

Ability to design and implement customer omni-channel routing using profiles, skills, queues, call backs, emergency messages, hours of operations and more

Ability to architect and implement Genesys solutions involving configuration, scripting and integration of peripheral systems leveraging APIs and more

Performs challenging issue resolution and troubleshoots complex issues that come into the Service Desk or team communication channels

Development and consumption of REST and/or SOAP APIs

Relational database design concepts and SQL

Knowledge of data privacy, TCPA, PCI, PII, E-911 and other related regulations

Knowledge of the software engineering development lifecycle including design, configuration, testing, debugging, implementation, and support of large-scale, business-centric, and process-based applications

Hands-on experience with 1 or more contact centers such Genesys, CISCO, AVAYA

Exposure to Linux, AWS, Azure, DevOps

Exposure to cloud-based technologies

Exposure to AI/ML, NLP, BOTs

Exposure to Audiocodes, PCI Pal, Pega, Salesforce a plus

Excellent verbal and written communication skills

Why will you love us?

We’ve evolved: We provide three work environment scenarios

You can feel like a Newfolder in a work-from-home, hybrid, or work-from-the-office environment

Work-life balance: Our work is thrilling and meaningful, but we know balance is keyto living well

We celebrate one another’s differences: We’re proud of our culture of diversity and inclusion

We foster a culture of belonging

Our company and customers benefit when employees bring their authentic selves to work

We have programs that bring us together on important issues and provide learning and developmentopportunities for all employees

We have 20+ affinity groups where you can network and connect with Newfolders globally

We care about you : At Newfold, taking care of our employees is our top priority

We make sure that cutting edge benefits are in place for you

Some of the benefits you will have: We have partnered with some of the best insurance providers to provide you excellent Health Insurance options, Education/ Certification Sponsorships to give you a chance to further your knowledge, Flexi-leaves to take personal time off and much more

Building a community one domain at a time, one employee at a time

All our employees are eligible for a free domain and WordPress blog as we sponsor the domain registration costs

Where can we take you? We’re fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow their careers

Unfold new possibilities with #teamnewfold!

This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities

This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform

The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above