Senior Systems Engineer, Genesys Cloud

Responsibilities

• Design and implement contact center technology solutions focusing on Genesys Cloud platform
• Provide hands-on involvement in designing technical design documents, requirements, and roadmaps
• Act as a Business Systems Analyst to support Operations Engineering on various projects
• Lead product development and maintain the product portfolio for customer contact centers
• Consult with stakeholders to elicit, define, and document requirements for products and services
• Prioritize features and manage product backlogs in alignment with business objectives
• Collaborate with technical product managers, developers, and UX teams to solve business problems
• Create and maintain artifacts including user stories, epics, business cases, and workflow diagrams
• Identify process improvements and system functionality gaps to deploy appropriate solutions

Requirements

• 3-5 years of experience in designing contact center technologies (telephony, IVR, agent desktop)
• 3-5 years of experience gathering operational usage insights for contact center technologies
• Expert knowledge of Genesys Cloud CX and Engage Cloud solutions
• Proficiency with REST APIs and SOAP APIs
• Software development experience in one or more general-purpose programming languages
• Familiarity with cloud computing services, particularly GCP
• University degree in Computer Science, Information Technology, or equivalent experience
• Strong understanding of SLA, SLO, and SLI

Preferred Qualifications

• Salesforce experience and certifications
• 3+ years of BSA experience in financial services (mortgages, lending, or investments)
• Knowledge of SDLC, Agile, and QA methodologies
• Certifications in Agile (CSPO, CSM) or Project Management (PMP, CBAP)
• Experience in large-scale technology implementations
• Proficiency in workflow design (decision trees, state machines, etc.)