Senior Genesys Telephony Engineer
American Family Insurance7 days ago
Boston, MA, USASenior
Base Salary
$99k - $167k/yr
Responsibilities
- Analyze system, business, and technical requirements and convert them into technical specifications, system designs, and implementation plans.
- Design, develop, configure, implement, and support Genesys Cloud CX contact center solutions, including routing, call flows, IVR, digital channels, workforce engagement, reporting, and platform functionality.
- Design and support integrations between Genesys Cloud and enterprise applications, databases, CRM platforms, workforce management tools, and third-party communication technologies.
- Document design decisions, configuration changes, code modules, integrations, estimates, assumptions, and performance metrics.
- Plan and participate in unit, system integration, user acceptance, and Genesys configuration testing.
- Lead or participate in design reviews, development walkthroughs, and solution demonstrations.
- Troubleshoot Genesys incidents, service disruptions, configuration issues, routing and voice problems, integration failures, and system performance issues.
- Identify continuous-improvement opportunities involving contact center technology, integrations, reporting, and customer experience.
Requirements
- Demonstrated experience with the Genesys Cloud CX Platform, including contact center administration, routing strategies, inbound and outbound voice, IVR development, digital channels, reporting, and configuration.
- Experience designing, implementing, supporting, and enhancing Genesys Cloud solutions in complex enterprise environments.
- Knowledge of Genesys Cloud integrations using APIs, web services, middleware, authentication methods, and third-party applications.
- Experience developing complex software systems using one or more programming languages.
- Experience establishing, supporting, and troubleshooting integrations among applications, databases, cloud platforms, and contact center systems.
- Knowledge of application architecture, design alternatives, development standards, system integration, migration strategies, cloud-based platforms, and the software development life cycle.
- Experience documenting and modeling application, system, and integration designs and estimating project size, complexity, and work effort.
- Ability to communicate technical information to technical and non-technical audiences and resolve complex Genesys Cloud technical issues.
- Experience with customer experience, contact center operations, omnichannel communications, workforce engagement, and cloud contact center technologies is strongly preferred.
- Prior experience with Genesys Cloud Architect, Administration, Routing, Workforce Engagement Management, Reporting and Analytics, and API integrations is highly desirable.
- Selected candidates must attain three Genesys certifications within six months of hire.
- Candidates must reside within 50 miles of the Madison, Wisconsin headquarters.
Benefits
- Hybrid flex-office/home arrangement requiring at least 10 days per month in the Madison, Wisconsin office.
- Relocation support is available for eligible candidates.
- Up to 10% travel.
- Medical, dental, vision, and wellbeing benefits.
- 401(k) contribution, pension plan, annual incentive, paid holidays, and paid time off accruing at 23 days annually for full-time employees.
- Student loan repayment program and paid family leave.
- In-person new employee orientation during the first week, held at the Madison headquarters or another core location, with possible virtual delivery.
- Employment is contingent on applicable background checks and signing a nondisclosure agreement.
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