Job Description
Genesis10 is currently seeking a Call Recording & Speech Analytics Engineer for a hybrid position with a Global Financial Institution located in Pennington, NJ, Addison, TX, or Charlotte, NC. This is a 12+ month contract opportunity. The Call Recording & Speech Analytics Engineer is responsible for the implementation, configuration, and support of call recording, speech analytics, and Workforce Management (WFM) solutions. This role includes hands-on engineering, vendor coordination, testing, performance support, and post-production stabilization. The ideal candidate will have strong technical depth, be comfortable operating independently, and demonstrate excellent communication and documentation skills while working in a highly regulated enterprise environment. Responsibilities: Analyze business and technical requirements to develop accurate technical effort estimates Collaborate with Project Management to define technical tasks and milestones for inclusion in project plans Provide input into implementation timelines aligned with development and delivery capabilities Coordinate implementation activities with vendor partners (e.g., NICE) Install, configure, and update call recording, speech analytics, and WFM systems Perform unit testing of implemented solutions and conduct or coordinate limited performance and load testing as required Execute smoke testing following deployments prior to handoff to QA teams Respond to technical questions and troubleshoot issues identified during QA testing Participate in performance testing and tuning activities to ensure application stability and scalability Provide production support through go-live and stabilization phases Design and implement monitoring solutions in collaboration with L2 and L3 support teams Deliver formal documentation and knowledge transfer to production support teams