Senior Voice Engineer

Who We Are

Wayfair.com is a leader in the e-commerce space for all things home. By using technology and data to create a best-in-class experience for our customers, it gives us a competitive advantage in the global homegoods market! Currently, we are looking to grow our Systems Engineering team by bringing on board a talented senior level individual to help manage and grow the telecommunications infrastructure that supports our large-scale Contact Center. 

This position is a hybrid in-office role that works out of our Toronto HQ. Tuesday-Thursday will be working in office. Below are just a few projects you will be able to make impacts on:

• Migration from our Cisco UC and Cisco UCCE contact center platforms to a greenfield Genesys Cloud environment 
• Expanding our contact center environment to support Wayfair’s growth across our US and International offices
• Optimizing Genesys and Webex Calling architectures and configurations to support expanding, global corporate employee and call center agent presence 
• Assisting with updating a robust monitoring and notification solution to ensure Genesys and Webex platform system health
• Evaluate and integrate future call center related technologies, like conversational IVR, omni-channel support, and integration with AI
• Support and expand the automation of all operational and provisioning tasks

What You'll Do

• Deploying and managing our global Genesys Cloud platform 
• Managing and growing our Webex Calling platform and collaboration tools
• Provide voice channel design strategy and implementation plans for the Wayfair Genesys Cloud environment
• Create and update policies, procedures and standards
• Mentor IT Support members  and other Voice Engineers
• Participate in a 24x7 on-call rotation
• Work closely with business partners on telephony related projects and initiatives
• Create system Run-Books, Knowledge-Base and troubleshooting guides for support organization to follow
• Support Genesys-side API integrations & configurations

What you’ll need:

• BA or BS degree from a 4-year college or university
• 3+ years experience with Genesys Cloud or other Genesys platforms design, implementation and support
• Proven track record with Genesys core features and technologies:
• IVR / Call Flow scripting
• ACD Call Routing - Inbound and Outbound 
• Outbound Campaign Dialer
• Call Recording and Analytics
• Contact Center Reporting 
• 3+ years’ experience managing and troubleshooting Session Border Controllers/CUBE
• 3+ years’ experience administering Cisco Webex calling 
• Excellent written and verbal communication skills

Preferred Qualifications: 

• Genesys custom reporting experience
• Global, enterprise-level CCaaS platform troubleshooting experience
• Familiarity using Webex and Genesys APIs to build custom integrations
• Familiarity with general networking including IP routing (EIGRP/OSPF/BGP) and Ethernet switching in both an office and data center environment

Why You'll Love Wayfair

• Time Off:
• Paid Holidays
• Paid Time Off (PTO)
• Paid Sick Days
• Health & Wellness:
• Health & DentalBenefits 
• Life Insurance
• Disability Protection (Short Term & Long Term Disability) 
• Global Wellbeing: Gym/Fitness discounts (including Peloton, Global ClassPass,)
• Mental Health Support (Global Mental Health, Global Wayhealthy Recordings)
• Caregiver Services
• Financial Growth & Security:
• RRSP (Registered Retirement Savings Plan)
• Tuition Reimbursement 
• Family Support:
• Parental Leave Top-Up Program
• Global Surrogacy & Adoption Policy
• Professional Development & Recognition:
• Rewards & Recognition 
• Global Employee Anniversary Awards 
• Paid Volunteer Work 
• Unique Perks:
• Employee Discount 
• Global Pod Outings
• Work/Life Balance:
• Emphasizing a supportive & flexible work environment that encourages a balance between personal and professional commitments

We are looking forward to your application!