Job Description
One of Insight Global's clients is seeking a Voice Engineer to join their team. This individual will serve as the primary support resource for Genesys and Microsoft Teams Voice environments, handling a variety of tickets related to permissions, call flows, and audio/voicemail functionality. They will troubleshoot issues such as failed uploads, dropped calls, and voicemail outages, escalating to Genesys support, TAMs, or vendors like Verizon when necessary. In addition to support, they will contribute to building and configuring call center solutions, including auto attendants, call queues, and high-touch (“white glove”) support setups. The role also involves partnering with internal teams to provide guidance on call center technologies, especially for groups with limited experience, while collaborating with a data scientist to help develop a centralized reporting database and interpret call center metrics. This person will analyze discrepancies between Genesys and Te...