{"id":3961116,"url":"https://alion.io/job/sutherland-genesys-senior-implementation-engineer-eservices","title":"Genesys Senior Implementation Engineer (eServices)","company":{"id":6648,"name":"Sutherland","domain":"sutherlandglobal.com","url":"https://alion.io/company/sutherland","size_band":"201-500","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":76,"open_postings":51,"ghost_share":0,"stale_share":0.961,"repost_share":0,"time_to_fill_p50_days":22,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Solutions","role_family":"Solutions","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-09T08:38:19Z","employer_posted_date":null,"last_verified_at":"2026-11-09T08:38:19Z","board_verified":false,"closed_at":null,"days_open":0,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":0},"description":"The primary purpose of this position is to design, implement and support Sutherland Genesys platform. Platform currently includes, includes Genesys Omni-Channel solutions such as SIP Server, Genesys Routing, Inbound Voice, Genesys Outbound, Genesys Email, Genesys Chat, Genesys Social Media, Genesys Infomart, GVP, Genesys SMS, Speech Analytics, Proactive Notification, CallBack, etc. The candidate will be required to be “on call” after hours to support the operations team in the event of platform outages. \nKEY RESPONSIBILITIES:Qualified individuals must have the ability to perform the following duties:\n\nResponsible for the implementation and support of Sutherland Genesys platforms. Current platforms include Genesys Omni-Channel solutions such as SIP Server, Genesys Routing, Inbound Voice, Genesys OBS, Genesys Email, Genesys Chat, Genesys Social Media, Genesys Infomart, GVP, Genesys SMS, Speech Analytics, Proactive Contact, CallBack, etc.\n\nSome knowledge of SIP from the carrier level. Some knowledge of Oracle (Acme Packet) and Avaya SBCs and TDM Gateways such as AudioCodes M3Ks and G450s is a plus.\n\nPartners with the Business and Service Delivery team to assist with implementation of new Program solutions. \n\nResponsible for documentation along with Runbooks for Operations.\n\nPartners with development/integrations team for platform support when needed.\n\nMonitoring solutions to provide proactive monitoring capabilities for the Infrastructure team and utilize these metrics to continue the evolution of the infrastructure.\n\nConduct testing to detect faults, minimize malfunctions, and backup systems.\n\nProvide technical consultancy to ensure problem resolution is achieved in the shortest possible time frame\n\nManages vendors on escalated issues and projects specific to your area of influence.\n\nWillingness and ability to learn complex new systems in varying technologies related to area of influence.\n\nFollow the lead of the senior implementation engineer, based on enterprise business requirements and IT Strategies.\n\nKey Requirement: Experience in writing multimedia (eservices) routing strategies in Composer (at least on the first two):\n1. Email*\n2. Chat*\n3. SMS4. Social Media\n5. Finding the unicorn ChatbotMINIMUM REQUIRED QUALIFICATIONS:10 years progressive relevant experience required.\n\nSome knowledge of Genesys Platform\n\nAbility to multitask and demonstrate willingness to deliver on multiple, simultaneous projects.\n\nWillingness to manage vendors for performance to ensure compliance with commitments and budget.\n\nExperience with enterprise voice network infrastructures (SBCs & Gateways, SIP, circuit switching, VoIP architecture) is a plus.\n\n PREFERRED QUALIFICATIONS:\nDemonstrated experience in vendor management\n\nKnowledge of Avaya and Cisco CUCM is a plus\n\nAll your information will be kept confidential according to EEO guidelines.\n\nWe are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.\nManaged services company providing an array of technology assets to the world’s largest organizations, resulting in productivity increases, cost savings, and deep insights.\nOriginally posted on Himalayas","description_format":"text","description_chars":3260,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-11-09T11:28:00Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 16","filings_12m":16,"filings_prev_12m":25,"green_card_filings_12m":0,"median_offered_wage_usd":106250,"route":null,"cap_exempt":false,"checked_at":"2026-11-09T07:32:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, 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