The purpose of the Senior Systems Engineer, Genesys Cloud, is to practise and apply software development and engineering discipline merged with systems administrator discipline and concepts with technology solutions related to Servicing Systems Engineering (SSE) domain of products, systems and services with a focus on contact centre tools and technology built on and around Genesys Cloud platform. This role will Play a proactive role in improving our customer journeys and agent experience and delivering significant business value through Omni Channel/ CCaaS.
This role will primarily provide hands-on involvement and understanding of the ins & out of Corporate Telephony Solutions/Contact Center; help with designing (e.g. tech design document, tech requirements, roadmaps) for business driven enhancements & requirements; and support the Operations Engineering team on various small to medium project as a Business Systems Analyst (BSA).
TECHNICAL EXPERIENCE
• Good understanding of working with REST APIs, SOAP APIs
• Good understanding of SLA,
SLO and SLI to assist teams and business on technical requirements
• Software development experience in one or more general purpose programming languages
• Experience with digital technologies including online, mobile, and equivalent digital platforms
• Ability to cultivate solid working relationships with a large extended project team and influence those around you
• Familiar with cloud computing services, tools and processes, particularly GCP
• Experience in managing product development, backlog planning and prioritization
CALL CENTRE SYSTEMS RELATED
• Minimum 3-5 years experience in gathering operational usage insights for contact centre technologies to promote operational efficiencies
• Minimum 3-5 years experience in designing solutions for contact centre technologies (telephony, agent desktop, IVR etc)
• Expert knowledge of Genesys Cloud CX and Engage Cloud solutions