Senior Voice Engineer

Job#: 2019686

Job Description:

Senior Voice Engineer
Client Industry: Healthcare IT
Contract Terms: 1 Year (2x 6 Month Extensions Available) 
Hours: Full Time (37.5 - 40 Hours / week)
Start Date: ASAP
End Date: 1 Year after Start Date 
Work Location: Hybrid (Consultants must be based in Greater Vancouver, BC) to support Go-Live Activities.  Proposed Consultant MUST have access to their own vehicle and be able to travel between Clinical Sites in the Lower Mainland. 
Project Description: 
The Project Services department is responsible for delivering a wide range of IT infrastructure projects for the Health Authorities of British Columbia.

There is a specific need to augment the team with Genesys, Oracle Session Border Controller and Enterprise Connection broker skills required to support Genesys, Pure Connect, Cloud CX and Cisco VoIP projects.
  • There are multiple projects involving Genesys Pure Connect Contact Center rollout and Genesys Cloud CX.
  • These projects involve net new contact center deployments and migration of on-prem Genesys Pure  Connect to Cloud CX.

Services Required: 
The resource is required to plan, deploy, test, commission, and document migration of Genesys PureConnect users to Genesys PureCloud.

Critical / Mandatory Skillset:
  • Minimum of two years of hands experience with Genesys PureConnect, PureCloud Design and/or Implementation.
  • Able to lead Contact center migration projects
  • Awareness of Contact center discovery and deployment project processes.
  • Sound awareness of Contact center products from any of the following leading manufacturers: Genesys (preferred), Cisco UCCE/ UCCX, Amazon Connect, Nice, Five9 or any other.
  • Conduct contact center-related discovery sessions with clients and document them.
  • Ability to lead discovery sessions and provide technical consultancy to project managers and client teams.
  • Perform System Integration and User Acceptance Testing onsite or remotely.
  • Designs and delivers training programs for customer service staff.
  • Prepare and maintain training courses for Genesys contact center technology and related end user manuals and handout and develop team skills during training sessions.
  • Instructs and informs staff about system use and policies/processes.
  • Develops team skills during training sessions.
  • Tracks staff performance to assess training effectiveness – suggests Champions to clients after training sessions are completed.
  • On site for Go Live and available for onsite or remote assistance for multiple days after cutover.

Desirable Skillset:
  • Implementation skills on Oracle Session Border Controller and Enterprise Connection Broker related to SIP Dial Plan management.
  • Implementation skills on Cisco CUCM infrastructure.
  • Genesys Pure Connect/ Cloud CX certification.
  • Preferably candidates located within British Columbia’s Greater Vancouver area but this is not a limitation.

Specific Qualifications or Experience Required: 
  • It is advantageous to be proficient in Genesys Pure Connect and\\or Cloud CX design and deployment.
  • Knowing how to administer and support Pure Connect and\\or Cloud CX deployments for quick turnarounds is a plus.
  • Knowledge of Genesys Interaction Desktop client, Web Client, Interaction Business Manager and Supervisor functions.
  • Knowledge of Genesys Interaction Admin tools.
  • Understanding processes provided by the department the agent will be using alongside Contact Centre application
  • Good speaker and knack for teaching (good listener)
  • Patience and a sense of humor.
  • Create scenarios in real-time and have agents participate in hands-on practice.
  • Knowledge of headsets.
  • Knowledge of sound settings in Windows
  • Knowledge of phones (Cisco (preferred), or Avaya, NEC)

Seniority Level Descriptions: 
  •  Senior
    • An absolute minimum of eight (8) years of directly related Consulting Category experience.
    • A Certificate in Consulting Category related disciplines and a minimum of six (6) years of related Consulting Category experience; or
    • A Diploma in Consulting Category related disciplines and a minimum of five (5) years of related Consulting Category experience; or
    • A Degree in Consulting Category related disciplines and a minimum of four (4) years of related Consulting Category experience










EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-463-6178.

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Employee Type:

Vancouver, BC, CA

Job Type:

Date Posted:
March 7, 2024

Pay Range:
$45 - $65 per hour