Infrastructure Engineer - Voice

As a leading industrial distributor with operations primarily in North America, Japan and the United Kingdom, We Keep The World Working® by serving more than 4.5 million customers worldwide with products delivered through innovative technology and deep customer relationships. With 2023 sales of $16.5 billion, we’re dedicated to providing value for customers, fostering an engaging culture for team members and driving strong financial results.

Our welcoming workplace enables you to learn, grow and make a difference by keeping businesses running and their people safe. As a 2024 Glassdoor Best Place to Work and a Great Place to Work-Certified™ company, we’re looking for passionate people to join our team as we continue leading the industry over our next 100 years.

Position Details:

As a member of Grainger Voice team, you will be responsible for the design, implementation, and maintenance of our Genesys Cloud platform. You will work closely with cross-functional teams to ensure the seamless integration of Genesys Cloud solutions into our existing infrastructure. Your expertise in Genesys Cloud technologies will play a critical role in enhancing our contact center operations and delivering exceptional customer experiences.

You will:

•  Design and implement Genesys Cloud solutions to meet specific business needs.
• Configure and customize Genesys Cloud applications for optimal performance and functionality.
• Integrate Genesys Cloud with existing systems and third-party applications, such as Salesforce and workforce management tools.
• Develop and maintain call flows, IVR scripts, and routing strategies within Genesys Cloud.
• Monitor Genesys Cloud performance and troubleshoot any issues that arise.
• Perform hands-on management of cloud infrastructure and automation tools.
• Provide support for tickets and requests related to voice applications and services, troubleshooting issues and delivering effective solutions.
• Deliver excellent customer service during the troubleshooting process, ensuring timely issue resolution.
• Train T1 Engineers on new voice applications and services as needed.
• Collaborate with senior voice engineers, colleagues, vendors, and stakeholders to implement new voice services and enhance existing ones.
• Follow project management best practices, completing support tasks and follow-ups during voice system installations and upgrades.
• Assist with routine maintenance and testing procedures to ensure system performance and minimize downtime.
• Monitor system performance to ensure compliance with industry standards and best practices.
• Document configurations, procedures, and policies, contributing to knowledge management and process improvement.

You have:

• Bachelor’s/master’s degree in computer science, Information Technology, or a related field.
• Proven experience with the Genesys Cloud platform (PureCloud or CX Cloud), including configuration, administration, and troubleshooting.
• Proficiency with workforce management (WFM) tools such as NICE CX Cloud and Verint systems.
• Strong understanding of contact center operations and telephony concepts.
• Familiarity with technologies such as Cisco, RightFax, RedSky, ATT Route IT and Cisco UCCE
• Strong troubleshooting skills for diagnosing and resolving issues related to Genesys applications, infrastructure, and integrations.
• Excellent problem-solving skills with keen attention to detaill.
• Effective communication and collaboration skills for working with cross-functional teams.

Rewards and Benefits:

With benefits starting day one, Grainger is committed to your safety, health and wellbeing. Our programs provide choice to meet our team members' individual needs. Check out some of the rewards available to you at Grainger.

• Paid time off (PTO) days and 6 company holidays per year
• Benefits starting on day one, including medical, dental vision and life insurance
• 6% 401(k) company contribution each pay period with no personal contribution required
• Employee discounts, parental leave, tuition reimbursement, student loan refinancing, free access to financial counseling, education and more.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

We are committed to fostering an inclusive, accessible environment that includes both providing reasonable accommodations to individuals with disabilities during the application and hiring process as well as throughout the course of one’s employment.  With this in mind, should you need a reasonable accommodation during the application and selection process, please advise us so that we can provide appropriate assistance.