Senior Genesys Engineer

Profile

Description

The Senior Cloud Solutions Engineer Supports development and execution of cloud implementation strategy within organization's existing IT infrastructure. The Senior Cloud Solutions Engineer work assignments involve moderately complex to complex issues where the analysis of situations or data requires an in-depth evaluation of variable factors.

Responsibilities

The Senior Cloud Solutions Engineer Implements organization's cloud strategy from a technical perspective, including design, planning, integration, maintenance and support of cloud architecture.

We are currently in the process of growing our Work Force Management and Quality Engineering Enablement team supporting the Customer Experience Center Platform. The Customer Experience Center Platform, CECP, will transform our customer experience by making experiences more personalized, insightful and consistent. The platform itself will enable an integrated, horizontal experience for both our customers and our customer facing representatives. Our customers will see direct benefits in shortened and simplified assisted experiences, enhanced self-service experiences, and integrated channel experiences. These capabilities will allow our customer facing representatives the ability focus on the member and their health, creating virtually seamless experiences for the members.

Partnering closely with the Solutions Architects, Product Owners, Scrum Teams, and other cross-functional product team members, the Genesys Engineer will provide technical leadership and delivery of new capabilities and solutions across the Customer Experience Center Platform portfolio. This role will be responsible for leading the analysis, planning, evaluation, implementation, and validation of innovative Contact Center solutions for Voice, Omnichannel, Quality & Enablement products.

Responsibilities:

Be the direct point of technical contact to provide high-quality consultancy for Genesys solutions to customers

Develop and maintain integration and cloud solutions

Design, create and/or troubleshoot and support Genesys products

Develop, maintain, implement and support complex Contact Centre solutions involving web services

Contribute to the solution architectural design, amongst other disaster recovery and high availability

Automation of deployment and migration tasks

Conducting technical Knowledge Transfer sessions for members of customer teams and for other Genesys PS Consultants

Contribute to the Genesys contact center switchover to production state

Adhere to development practices and coding principles and perform Proof of concepts as needed.

Strong working knowledge of Cloud Technologies, Genesys Cloud Foundry, AWS, etc

Work Experience

Experience with Workforce Optimization platforms like Calabrio / NICE / Verint

Experience in Performance Management / Scheduling / Forecasting and Reporting on Work Force Management Platforms

Experience integrating Genesys Pure Cloud with IVR, IVA, Routing, eservices, VOC, RM solutions (like Salesforce, MS Dynamics) and WFM systems.

Experience in configuring and integrating Softphones, Call and Screen recordings and Quality Management systems.

Excellent analytical, communication, organizational and problem-solving skills coupled with a strong work ethics

Experience in designing and implementing RESTful API/Web Services and highly proficient in Java and Java Scripts..

Experience in SAFE Agile software development methodology and practices with full development lifecycle from inception through implementation.

Deep Understanding on Micro Service Architecture / Containerization Strategy and Server less Architecture desired

Required Qualifications

Bachelor's Degree in Computer Science or related field

5 or more years of experience designing, developing, and testing of software applications and/or infrastructure

Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Preferred Qualifications

Bachelor's Degree

Genesys Cloud Certified Associate (GCP-GC)

Additional Information

Humana Vaccination Statement

Humana and its subsidiaries require vaccinated associates who work outside of their home to submit proof of vaccination, including COVID-19 boosters. Associates who remain unvaccinated must either undergo weekly negative COVID testing OR wear a mask at all times while in a Humana facility or while working in the field.

Work-At-Home Requirements

WAH requirements: Must have the ability to provide a high speed DSL or cable modem for a home office. Associates or contractors who live and work from home in the state of California will be provided payment for their internet expense.

A minimum standard speed for optimal performance of 25x10 (25mpbs download x 10mpbs upload) is required.

Satellite and Wireless Internet service is NOT allowed for this role.

A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com