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Genesys Engineer

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Brooksource

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Genesys Cloud Engineer

Fortune 50 Healthcare

Remote

Brooksource is seeking multiple Genesys Cloud Engineers in the Telecom and engineer group. This team is making a big push to migrate all their existing IVR onto the Genesys cloud platform and are in the process of moving more towards a product focused team to bring more value. This is a massive and complicated environment, and this candidate will assist in determining what will be migrating to the cloud and what new capabilities will come with it.

 

To maximize impact, our client 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.  They are currently in the process of growing their Work Force Management and Quality Engineering Enablement team supporting the Customer Experience Center Platform. The Customer Experience Center Platform, CECP, will transform their customer experience by making experiences more personalized, insightful and consistent. The platform itself will enable an integrated, horizontal experience for both their customers and their customer facing representatives. These capabilities will allow our customer facing representatives the ability focus on the member and their health, creating virtually seamless experiences for the members.

Role Responsibilities:

·        Configuration, implementation, operation, and upgrading of Genesys Cloud systems and associated physical and virtual peripheral components/systems

·        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.

·        Provide technical leadership and delivery of new capabilities and solutions across the Customer Experience Center Platform portfolio

·        Leading the analysis, planning, evaluation, implementation, and validation of innovative Contact Center solutions for Voice, Omnichannel, Quality & Enablement products.

·        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

·        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

·        Experience integrating Genesys Pure Cloud 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.

·        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 SAFE Agile software development methodology and practices with full development lifecycle from inception through implementation.

        

Brooksource provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.

JO-2112-118467

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