Unified Comms Engineer

POSITION SUMMARY: The CCaaS Unified Communications (UC) Engineer is responsible for maintaining, configuring, and optimizing the cloud-based Contact Center as a Service (CCaaS) environment. This includes integrating and managing Genesys CTI and/or CX products to deliver seamless and efficient customer experiences. The UC Engineer will collaborate with cross-functional teams to design, deploy, and support robust communication solutions while leveraging advanced cloud technologies.
PRINCIPAL RESPONSIBILITIES:

• Integrate Genesys platforms with existing IT infrastructure and third-party applications to enhance customer experience (CX).

• Ensure optimum configuration and performance of CCaaS systems, including call routing, IVR, real-time analytics, and reporting.

• Monitor and troubleshoot CCaaS cloud environments to resolve service disruptions and performance issues.

• Work with stakeholders to assess business requirements and design CCaaS solutions leveraging Genesys CTI and /or CX products.

• Assist in developing documentation, including configuration guides, troubleshooting procedures, and user training materials.

• Stay current with emerging CCaaS technologies, particularly within the Genesys ecosystem, and apply best practices to enhance communication systems.

• This position may require travel by air, car, and/or other modes of up to 25% of the time.

• Perform other job-related duties as assigned

QUALIFICATIONS:

• Knowledge of LAN/WAN technologies, networking protocols, and IP telephony.

• Ability to adapt to new technologies and learn quickly in a fast-paced environment.

• Proficiency with Genesys cloud-based solutions, configuration, maintenance, and optimization.

• Strong troubleshooting and analytical skills.

• Familiarity with call flow design, IVR configuration, and customer experience optimization.

• Hands-on experience with cloud technologies and contact center integrations (AWS, Azure, or similar).

• Familiarity with peripheral Contact Center technology products

• Excellent communication and interpersonal skills.

• Ability to work independently and collaboratively within a team.

• Genesys Certified Professional (GCP) or Genesys Cloud CX certifications - preferred.

• Minimum of 3-5 years of experience in Unified Communications or Contact Center environments, with a focus on cloud-based solutions - preferred.

MINIMUM REQUIREMENTS:

• 2 - 4 years of experience directly responsible for a cloud-based contact center solution.

• Proven experience with Genesys CTI, Genesys Cloud CX, or similar CCaaS platforms.

Pay Range: 82,600.00-123,800.00 USD Annual DOE

Rewarding Compensation and Benefits

Eligible employees can elect to participate in:
• Comprehensive medical benefits coverage, dental plans and vision coverage.
• Health care and dependent care spending accounts. 
• Short- and long-term disability.
• Life insurance and accidental death & dismemberment insurance.
• Employee and Family Assistance Program (EAP).
• Employee discount programs.
• Retirement plan with a generous company match.
• Employee Stock Purchase Plan (ESPP).

• Washington PTO: https://www.republicservices.com/sites/default/files/legacy_documents/Washington-PTO-Table.pdf

The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified.  Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.

ABOUT THE COMPANY

Republic Services, Inc. (NYSE: RSG) is a leader in the environmental services industry. We provide customers with the most complete set of products and services, including recycling, waste, special waste, hazardous waste and field services. Our industry-leading commitments to advance circularity and support decarbonization are helping deliver on our vision to partner with customers to create a more sustainable world.

In 2023, Republic’s total company revenue was $14.9 billion, and adjusted EBITDA was $4.4 billion. We serve 13 million customers and operate more than 1,000 locations, including collection and transfer stations, recycling and polymer centers, treatment facilities, and landfills.

Although we operate across North America, the collection, recycling, treatment, or disposal of materials is a local business, and the dynamics and opportunities differ in each market we serve. By combining local operational management with standardized business practices, we drive greater operating efficiencies across the company while maintaining day-to-day operational decisions at the local level, closest to the customer.

Our customers, including small businesses, major corporations and municipalities, want a partner with the expertise and capabilities to effectively manage their multiple recycling and waste streams. They choose Republic Services because we are committed to exceeding their expectations and helping them achieve their sustainability goals. Our 41,000 team members understand that it's not just what we do that matters, but how we do it.

Our company values guide our daily actions:

• Safe: We protect the livelihoods of our colleagues and communities.
• Committed to Serve: We go above and beyond to exceed our customers’ expectations.
• Environmentally Responsible: We take action to improve our environment.
• Driven: We deliver results in the right way.
• Human-Centered: We respect the dignity and unique potential of every person.

We are proud of our high employee engagement score of 86. We have an inclusive and diverse culture where every voice counts. In addition, our team positively impacted 4.6 million people in 2023 through the Republic Services Charitable Foundation and local community grants. These projects are designed to meet the specific needs of the communities we serve, with a focus on building sustainable neighborhoods.   

STRATEGY

Republic Services’ strategy is designed to generate profitable growth. Through acquisitions and industry advancements, we safely and sustainably manage our customers’ multiple waste streams through a North American footprint of vertically integrated assets.  

We focus on three areas of growth to meet the increasing needs of our customers: recycling and waste, environmental solutions and sustainability innovation.

With our integrated approach, strengthening our position in one area advances other areas of our business. For example, as we grow volume in recycling and waste, we collect additional material to bolster our circularity capabilities. And as we expand environmental solutions, we drive additional opportunities to provide these services to our existing recycling and waste customers.

Recycling and Waste

We continue to expand our recycling and waste business footprint throughout North America through organic growth and targeted acquisitions. The 13 million customers we serve and our more than 5 million pick-ups per day provide us with a distinct advantage. We aggregate materials at scale, unlocking new opportunities for advanced recycling. In addition, we are cross-selling new products and services to better meet our customers’ specific needs.

Environmental Solutions

Our comprehensive environmental solutions capabilities help customers safely manage their most technical waste streams. We are expanding both our capabilities and our geographic footprint. We see strong growth opportunities for our offerings, including PFAS remediation, an increasing customer need. 

SUSTAINABILITY INNOVATION

Republic’s recent innovations to advance circularity and decarbonization demonstrate our unique ability to leverage sustainability as a platform for growth.

The Republic Services Polymer Center is the nation’s first integrated plastics recycling facility. This innovative site processes rigid plastics from our recycling centers, producing recycled materials that promote true bottle-to-bottle circularity. We also formed Blue Polymers, a joint venture with Ravago, to develop facilities that will further process plastic material from our Polymer Centers to help meet the growing demand for sustainable packaging. We are building a network of Polymer Centers and Blue Polymer facilities across North America.

We continue to advance decarbonization at our landfills. As demand for renewable energy continues to grow, we have 70 landfill gas-to-energy projects in operation and plan to expand our portfolio to 115 projects by 2028.

RECENT RECOGNITION

• Barron’s 100 Most Sustainable Companies
• CDP Discloser
• Dow Jones Sustainability Indices
• Ethisphere’s World’s Most Ethical Companies
• Fortune World’s Most Admired Companies
• Great Place to Work
• Sustainability Yearbook S&P Global

Job Posting End Date

The Company expects to accept applications for this position until the posting end date but encourages interested applicants to apply as soon as possible.