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Unified Comms Engineer
Republic Services
Maintain, configure, and optimize Genesys cloud contact center solutions.
6d ago
$82,600 - $123,800
Intermediate (4-7 years), Junior (1-3 years)
Full Time
Phoenix, AZ
Office Full-Time
Company Size
42,000 Employees
Service Specialisms
Non‑hazardous solid waste collection
Waste transfer
Waste disposal
Recycling services
Energy services
Sector Specialisms
Residential
Commercial
Industrial
Manufacturing
Retail
Special Waste
Hazardous Waste
Recycling
Role
What you would be doing
cloud monitoring
troubleshooting
solution design
documentation
system integration
performance optimization
- Monitor and troubleshoot CCaaS cloud environments to resolve service disruptions and performance issues.
- Stay current with emerging CCaaS technologies, particularly within the Genesys ecosystem, and apply best practices to enhance communication systems.
- 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.
- 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.
What you bring
genesys cloud
3-5 years
ivr
aws
gcp certified
troubleshooting
- Proven experience with Genesys CTI, Genesys Cloud CX, or similar CCaaS platforms.
- Minimum of 3-5 years of experience in Unified Communications or Contact Center environments, with a focus on cloud-based solutions - preferred.
- Familiarity with call flow design, IVR configuration, and customer experience optimization.
- Excellent communication and interpersonal skills.
- Hands-on experience with cloud technologies and contact center integrations (AWS, Azure, or similar).
- Genesys Certified Professional (GCP) or Genesys Cloud CX certifications - preferred.
- Proficiency with Genesys cloud-based solutions, configuration, maintenance, and optimization.
- Ability to adapt to new technologies and learn quickly in a fast-paced environment.
- This position may require travel by air, car, and/or other modes of up to 25% of the time.
- Strong troubleshooting and analytical skills.
- Familiarity with peripheral Contact Center technology products
- Ability to work independently and collaboratively within a team.
- Knowledge of LAN/WAN technologies, networking protocols, and IP telephony.
- 2 - 4 years of experience directly responsible for a cloud-based contact center solution.
- Comprehensive medical benefits coverage, dental plans and vision coverage.
- Employee and Family Assistance Program (EAP).
- Retirement plan with a generous company match.
- Life insurance and accidental death & dismemberment insurance.
- Employee discount programs.
- Employee Stock Purchase Plan (ESPP).
- Great Place to Work
- Short- and long-term disability.
- Health care and dependent care spending accounts.
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Interview process
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Company
Overview
1981
Year Founded
Established as a regional waste hauler.
$16 Billion
2024 Revenue
Annual revenue achieved in 2024.
$2+ Billion
2024 Net Income
Net income for the year 2024.
- It operates collection, transfer, recycling centers, landfills and energy‑from‑waste facilities across the U.S.
- Typical projects include curbside residential pickup, commercial/industrial waste hauling, recycling operations and landfill gas‑to‑energy plants.
- Specialisms span residential and commercial collection, industrial waste services, recycling processing, hazardous waste treatment, and renewable energy generation.
- 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.
35% emissions reduction
Net-zero greenhouse gas target
Aims to reduce absolute Scope 1 and 2 emissions by 35% by 2030, aligned with the Science Based Targets initiative (SBTi).
15% emissions reduction
Early achievement of interim target
Reduced operational greenhouse gas emissions by 15% as of 2023, meeting the 2025 interim target two years early.
40% material recovery increase
Resource recovery goal
Aims to increase the recovery of key materials by 40% by 2030, supporting circularity and resource efficiency.
50% biogas reuse increase
Biogas beneficial reuse target
Committed to increasing biogas sent to beneficial reuse by 50% by 2030, enhancing renewable energy generation.
- Open five new renewable natural gas plants; renewable-energy portfolio includes 86 projects
- Deploy collision-avoidance cameras on collection trucks (2,200+ units)
- Pace electrification: goal for 50% of new refuse vehicle purchases to be EVs by 2028
- Initiatives include landfill-gas-to-energy, polymer center for plastics circularity, recycling and organics programs
- Employee engagement goal: maintain ≥ 88% by 2030 (supports sustainability culture)
50% Ethnically Diverse Workforce
Diverse Workforce Representation
Half of the company's workforce is composed of ethnically diverse individuals, reflecting a commitment to inclusivity.
38% Leadership Roles by Women
Women in Top Leadership
38% of top leadership positions within the company are held by women, showcasing progress toward gender equality.
$75.8M with Diverse Suppliers
Diverse Supplier Spending
The company spent $75.8 million with certified diverse suppliers in 2022, aiming for $150 million by 2025.
82% Employee Satisfaction
Employee Satisfaction Rating
82% of employees rated the company as a great place to work in a 2024 survey, reflecting a supportive workplace culture.
- Established MOSAIC Council in 2013 to drive inclusion efforts, including recruiting partnerships, training, leadership development, and business resource group support.
- Removed college-degree requirements for many roles to broaden access and inclusivity.
- Aims to achieve 50% diversity in leadership roles by 2030.
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