Senior Genesys Engineer

Profile

Description

The Senior Cloud Services Engineer enables cloud to provide optimal performance, continuity and efficiency in virtualized, on-demand environments. The Senior Cloud Services Engineer work assignments involve moderately complex to complex issues where the analysis of situations or data requires an in-depth evaluation of variable factors.

The Genesys Engineer is responsible for the configuration, implementation, operation, and upgrading of Genesys Cloud systems and associated physical and virtual peripheral components/systems.

Responsibilities

The Senior Cloud Services Engineer utilizes software that manages and monitors networks, systems and applications not only to guarantee performance to cloud software environments but also to better orchestrate and automate provisioning of resources. Begins to influence department's strategy. Makes decisions on moderately complex to complex issues regarding technical approach for project components, and work is performed without direction. Exercises considerable latitude in determining objectives and approaches to assignments.

To maximize impact, Humana is transitioning to a customer centric operating model in which teams will be built and organized around the customer journey. These new teams will have clear accountability for outcomes and be empowered to design, develop and deliver experiences in support of those outcomes. We are currently in the process of growing our IT Omnichannel Platform Architecture & Product Engineering 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.
Experience integrating Genesys PureCloud 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.
Strong working knowledge of Cloud Technologies, Genesys Cloud Foundry, AWS, etc.
Experience in Agile software development methodology and practices with full development lifecycle from inception through implementation.


Requirements


Bachelor's degree with 5 or more years of Genesys Development Experience
Strong experience in Genesys Omnichannel Solutions
Experience in communications with customers representatives
Be able to understand and analyze business needs to develop, design and deploy solutions.
Familiarity with implementation and release management.
Excellent soft skills, successful history of communication with customers
Demonstrated technical problem-solving skills and ability to troubleshoot challenging configurations.


Preferred Qualifications:


Master's Degree
Contact Center/CCaaS Professional Certifications.


Work at Home/Remote Requirements


Must ensure designated work area is free from distractions during work hours and virtual meetings
Must provide a high-speed DSL or cable modem for a workspace (Satellite and Hotspots are prohibited). A minimum standard speed of 10x1 (10mbs download x 1mbs upload) for optimal performance of is required
Be available EST hours


Scheduled Weekly Hours

40

Company info

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