Modivcare
service-oriented industry
ITTelecommunicationsEngineerIV
Neural analysis suggests this role is
optimal for Senior candidates.
“IT Telecommunications Engineer IV at Modivcare. Skills: Genesys Cloud (CX), Genesys Cloud Architect, Genesys Cloud APIs, Data Actions, telecommunications technology systems. design, development, integration, and support of advanced contact center solutions using Genesys Cloud (CX) technologies. Configure and manage Genesys Cloud routing, queues, agent profiles, permissions, and reporting”
What You'll Achieve.
ensuring scalable, reliable, and high-performing systems that align with organizational goals; improve service quality and customer satisfaction
Industry & Context.
sound analytical skills
Ability to participate in on-call schedule (after hours and weekend support)
What They're Looking For.
Must Have
Seven (7) plus years overall Telecom experience, extensive knowledge of telecommunications technology systems and process skills, minimum of 3 years of proven experience in Genesys Cloud Architect, PC literate, including knowledge of office productivity tools (MS Suite: Excel, Word, etc), Ability to participate in on-call schedule (after hours and weekend support)
Nice to Have
Bachelor's Degree preferred
What You'll Do.
and support of advanced contact center solutions using Genesys Cloud (CX) technologies
Configure and manage Genesys Cloud routing
Provide support for the organization's CCaaS (Genesys Cloud CX) platform
Designs and maintains contact center infrastructure including IVR/IVA omni-channel flows (chatbots
Provides support for contact center related technologies like reporting
Partners with telecom service vendors (Bandwidth
Google) on offerings and supports a combination of infrastructure design and maintenance
Works with network and server teams
and other IT departments to support and provision necessary infrastructure for telecom environments
Develops and maintains disaster recovery and business continuity plans for telecom and contact center systems
including regular testing and updates to ensure resilience in the event of disruptions
Continuously monitors and optimizes the performance of telecom and contact center systems
identifying and addressing bottlenecks
and areas for improvement and optimization
Implements quality assurance processes for telecom services and contact center interactions
including monitoring call recordings
analyzing performance metrics
and providing feedback and coaching to improve service quality and customer satisfaction
May support projects and perform other duties as assigned
How You'll Work.
Team & Collaboration
Participates in projects and new initiatives between telecom carriers, network, developers and telecom teams; Works with network and server teams, and other IT departments to support and provision necessary infrastructure for telecom environments; Works well within a team environment as well as individually
Communication Scope
Communications skills (listening, speaking, writing, inquiring)
Process & Methodology
self-manage tasks and projects and keep management informed of progress
Full Job Description
Are you passionate about making a difference in people's lives? Do you enjoy working in a service-oriented industry? If so, this opportunity may be the right fit for you! Modivcare is looking for an experienced IT Telecommunications Engineer IV to join our team. This position is responsible for the design, development, integration, and support of advanced contact center solutions using Genesys Cloud (CX) technologies. This role combines deep technical expertise with strategic understanding of customer experience, ensuring scalable, reliable, and high-performing systems that align with organizational goals. ## This role… * Configure and manage Genesys Cloud routing, queues, agent profiles, permissions, and reporting. * Provide support for the organization's CCaaS (Genesys Cloud CX) platform. * Expert experience with Genesys Cloud Architect, Genesys Cloud APIs, and Data Actions. * Familiarity with CI/CD pipelines with version control (Git) and strong knowledge of REST APIs, JSON, OAuth, and microservices architectures. * Designs and maintains contact center infrastructure including IVR/IVA omni-channel flows (chatbots, digital channels, and routing logic). * Participates in projects and new initiatives between telecom carriers, network, developers and telecom teams. * Provides support for contact center related technologies like reporting, outbound campaigns, and WFM. * Partners with telecom service vendors (Bandwidth, Veridas, Twilio, Google) on offerings and supports a combination of infrastructure design and maintenance. * Works with network and server teams, and other IT departments to support and provision necessary infrastructure for telecom environments. * Develops and maintains disaster recovery and business continuity plans for telecom and contact center systems, including regular testing and updates to ensure resilience in the event of disruptions. * Continuously monitors and optimizes the performance of telecom and contact center systems, identifying and ad
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