Genesys Cloud Engineer

Summary of Position

• Design, implement, and operate a Genesys Cloud environment.
• Act as technical interface between the business and various IT teams to develop business solutions delivered via the Genesys contact center application utilizing the EmblemHealth data ecosystem to fulfill customer requests
• Participate in the planning, design, implementation, maintenance, monitoring, and support of all aspects of the Telecommunications Architecture across the enterprise, this includes all multichannel communications
• Design, implement, and operate multi-vendor integrated solutions spanning CRM, AI virtual agents, workforce engagement, APIs, and cloud services.
• Apply experience in Contact Center as a Service (CCaaS), Customer Experience (CX), AI, or Cloud Communications.
• Understand contact center ecosystems including CRM integrations (Salesforce), REST APIs, and system integrations.
• Responsible for the daily management of all aspects of the cloud native Telecommunication environments that support the enterprise.
• Implement technology upgrades to maximize value (ROI) to the organization

Principal Accountabilities

• Conduct discovery sessions with business Subject Matter Experts to define the needs of the business; map the business needs to technical capabilities that exist today to support the business objectives.
• Design and implement complex solutions that utilize Microsoft, Genesys and other technical solutions.
• Interface with multiple technical teams and the business units to create custom user experiences for our Contact Center staff.
• Tune communications platforms to maximum operational capacity, this includes the omni channel experience.
• Perform investigations into operational / technical and business issues that may impact customer experience.
• Research solutions for and implement any business operations impacting incidents or tickets that are opened by the business (including call recording archives and other ancillary systems).
• Serve as escalation point for issue resolution; provide subject matter expertise into problem resolution.
• Implement and manage voice network element monitoring tools as needed.
• Perform maintenance upgrades, service packs and backup of systems.
• Work with Senior Telecommunication Architect to manage physical infrastructure wiring for all offices, including planning, developing, researching, implementation, troubleshooting, maintenance, enhancements, etc.
• Perform other related tasks as directed, assigned, or required.

Qualifications

Education, Training, Licenses, Certifications

• Bachelor’s degree in information systems or related field required; Additional experience/specialized training may be considered in lieu of degree requirement.
• Unified Communications Certification on Genesis Pure Cloud preferred.

Relevant Work Experience, Knowledge, Skills, and Abilities

• 5 – 8+ years of related work experience required
• 3 – 5+ years Genesys Pure Cloud experience required
• 3 – 5+ years’ experience in a purely technical role implementing solutions in a CCaaS environment required
• Experience with Workforce management and call recording platforms preferred
• Ability to translate requirements into technical specs, and to develop/implement/enforce SLAs required
• Ability to organize, prioritize, and manage multiple projects/tasks with competing deadlines required
• Ability to effectively manage a heavy workload in a dynamic, fast paced environment required
• Excellent communication skills (verbal, written, presentation, interpersonal, collaboration) with all audience types/levels required
• Proven ability to work effectively with vendors required