Engineer 2, Systems (Unified Communications) - Fleet Management IT - Enterprise Holdings

Overview

As we continue to build our team in support of our vision to the be the world’s best and most trusted mobility company, Enterprise Fleet Management, a business line of Enterprise Mobility, is excited to announce the opening of an Engineer 2, Systems (Unified Communications) in our IT Department!

Enterprise Fleet Management is a privately held, full-service fleet management business for companies, government agencies and organizations with medium-sized fleets. With more than 60 fully staffed offices nationwide, our team of experts can assemble a customized or full-service fleet management program that is just right for each business. With a North American fleet of 700,000 vehicles and growing at almost 12 percent, the opportunity with Enterprise Fleet Management is tremendous. Our business continues to thrive, and we remain committed to the investment in and the development of our people. We do the right thing by our customers and employees every time and in every situation. Not only is that great for business (as seen in our global growth and success) it’s also great for employees.

Here, you will be part of a team that creates and delivers leading-edge technologies and expansive systems that impact every aspect of our growing business. Being a member of EFM IT offers all the advantages of a smaller shop including the opportunity to shape a more progressive architecture. Professionals who effectively navigate change and readily wear many hats will find this an opportunity to maximize skill diversity and build broad IT experience. We provide the resources to enable and develop our IT professionals in their career path.

This opportunity will be remote with the opportunity to occasionally do on-site technical support in Saint Louis and attend periodic on-site meetings. We are located at 2281 Ball Drive, Maryland Heights, MO 63146.

Enterprise Fleet Management offers a comprehensive healthcare package, 401k matching & profit sharing, paid time off, great discounts, and organizational growth potential.

Responsibilities

As an Engineer 2 on the Unified Communications (UC) team, you will be responsible for developing and engineering new technologies as well as completing strategic projects for our business. This role is responsible for designing, developing, testing, implementing, maintaining, and supporting moderately complex components of our UC systems. The Engineer 2, Systems role also provides incident and problem resolution for moderately complex issues. This position provides instruction and guidance to less senior team members on new tasks and assignments. Additional responsibilities include but are not limited to the following:

• Evaluate, design, and implement Genesys Cloud Contact Center and UC solutions, including call center routing and management, IVR design, and integration with other systems, such as Zoom, Zoom Phone, MS Teams, Salesforce, and others
• Work closely with cross-functional teams to define and implement call center and UC strategies, ensuring efficient use of resources and optimal customer experience
• Manage queue of enhancements working with business teams, product owners, and business analysts to identify and implement needed changes
• Troubleshoot and resolve technical issues related to UC systems, including Genesys Cloud, Zoom Phone, and related system integrations
• Collaborate with network and IT teams to ensure optimal network performance and connectivity for the Genesys Cloud Contact Center, Zoom Phone, and UC platforms
• Provide technical training assistance, documentation, and support to end-users and other technical teams to ensure efficient use and maintenance of our UC platforms
• Stay up to date with the latest Genesys Cloud, Zoom, and UC technologies and trends and recommend improvements and updates to systems as needed
• Protect our customers, our employees, and our brands by incorporating security and compliance in all decisions and daily job responsibilities, following security policies and procedures

Equal Opportunity Employer/Disability/Veterans

Qualifications

Required:

• Must currently reside in the St. Louis Metropolitan area
• Must be presently authorized to work in the U.S. without a requirement for work authorization sponsorship by our company for this position now or in the future
• Bachelor's degree in computer science, engineering, or a related field. Can be substituted with equivalent level of related experience
• Minimum three (3) years of experience designing, implementing, and supporting Cloud Contact Center solutions, including call center routing, IVR design, and integrations
• One to three (1-3) years of experience implementing integrations with third-party databases and systems. Familiarity with or experience building integrations using REST APIs or similar APIs are a plus
• Strong understanding of contact center operational structures and best practice methodologies
• Experience with TCP/IP networking, SIP, RTP, and other telephony protocols
• Excellent troubleshooting and problem-solving skills, with a keen attention to detail
• Strong communication and interpersonal skills, with the ability to work effectively in a team environment
• Experience with procedural, technical, and report writing
• Ability to participate in an after-hours on-call rotation
• Ability to occasionally do on-site technical support in Saint Louis and attend periodic on-site meetings.
• Ability to work autonomously with consistent quality output
• Participate in early morning, evening & weekend work when necessary
• Must have the ability to meet all work from home technical requirements

Preferred:

• Experience working with Genesys Cloud contact center in an engineering capacity
• Genesys Cloud certification(s)
• Other technical certifications in telecommunications, unified communications, networking, general IT, or similarly related certifications
• Familiarity with application development methodologies and lifecycles, particularly relating to contact center integrations and development efforts

Competency Based:

• Results Oriented
• Working With a Team
• Detail Oriented
• Problem Solving
• Communication
• Flexibility 
• Creativity

Work from Home (WFH) Requirements:

• Must have reliable and consistent high-speed internet access provided by a terrestrial cable or fiber provider (no DSL or satellite)
• High-speed Internet connection with a minimum validated upload speed of 5Mb and download speed of 25Mb is required. Connection latency must be less than 100ms. (Please validate using a speed test tool such as http://www.speedtest.net/)