3 months ago
Pittsburgh, PA, USASenior
Base Salary
$55k - $172k/yr
Responsibilities
- Design, implement, and manage Genesys Cloud Architect IVR flows, contact routing, queues, and campaigns for inbound and outbound calls, email, and SMS.
- Administer the Genesys Cloud platform, including users, campaigns, scripts, prompts, permissions, and access controls.
- Develop and maintain integrations with internal systems and third-party applications using Genesys Cloud APIs, REST, webhooks, and OAuth.
- Configure and optimize data actions, reporting, and contact center features for business teams.
- Create and update outbound campaigns and contact lists.
- Participate in sprint planning, code reviews, retrospectives, troubleshooting, and documentation of workflows, integration patterns, and deployment processes.
- Provide detailed technical design, development, testing, deployment, maintenance, and debugging of software solutions.
Requirements
- 5+ years of contact center engineering experience, including at least 3+ years with Genesys Cloud.
- Deep knowledge of Genesys Cloud architecture, administration, and best practices.
- Strong experience with call flow design, queue and campaign management, user and access controls, prompts, and scripts.
- Experience with API integrations and OAuth for secure communication.
- Development experience with Java, REST APIs, JSON/XML, and SQL.
- Familiarity with AWS or Azure and DevOps tools such as Terraform or Archy.
- Strong troubleshooting, analytical, multitasking, collaboration, and prioritization skills.
- Bachelor's degree; a comparable combination of education, job-specific certifications, and experience may be considered in lieu of a degree.
- Preferred knowledge includes application development, contact center systems, IVR, Genesys Framework, release management, UX design, application architecture, testing, packaged application integration, and technical documentation.
Benefits
- Medical and prescription drug coverage, including a Health Savings Account feature, plus dental and vision options.
- Life insurance, short- and long-term disability protection, 401(k) matching, pension, and stock purchase plans.
- Dependent care reimbursement, backup child and elder care, adoption, surrogacy, and doula reimbursement.
- Educational assistance, including select fully paid programs, and a wellness program with financial incentives.
- Paid maternity and/or parental leave, up to 11 paid holidays, 9 occasional absence days, and 15 to 25 vacation days depending on career level and service.
- In-office work arrangement in Pittsburgh, PA; Strongsville, OH; Birmingham, AL; or Dallas, TX.
About PNC
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