Software Engineer - Sr. Manager

Job Description

Contact Center Technology Solutions (CCTS) team is responsible for development and maintenance of the Contact Center platform solutions. The resource identified will be responsible in delivering best in-class Genesys customer experience solution through the implementation of Genesys Framework. Ideal candidate must have proven experience in the contact center technologies and hands on implementation experience in Genesys Cloud and Genesys suite of technologies with Genesys experience a must.

Responsibilities:

• Development and maintenance of the Contact Center Technology solutions specializing in Genesys Cloud and Genesys On-Prem but not limited to it.
• Implementation and execution of Contact Center strategy for voice, chat, cases and email channels.
• Owns the shared responsibility of platform availability, day to day operations and security.
• Work with global staff to ensure that the platforms security is not compromised through continuous remediation of open vulnerabilities.
• Maintain open communication with internal staff and vendors such as Genesys Tech Support.
• Ability to work on multiple initiatives and tasks to meet the required delivery timeline, working in collaboration with various business partners, project managers, technology vendors and customers.
• Comfortable in an environment of rapid change and ambiguity with the ability to make decisions while understanding the risk.
• Able to work in a complex environment, Global/International experience and the ability to work across cultures and time zones.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Requirements

Basic Qualifications
• 8+ years of relevant work experience with a Bachelor’s Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD, OR 11+ years of relevant work experience.

Preferred Qualifications
• 9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
• Bachelor's degree with emphasis in Computer Science or Information Technology with at least 10 years of progressively responsible positions in Contact Center solution technologies.
• Development experience using Genesys on premise, Genesys Cloud, Nice or other contact center technologies would be preferred.
• Experience with or knowledge of the NICE/Verint/Genesys Workforce Management or Call Recording solutions.
• Strong ability to troubleshoot issues in Genesys/NICE contact center technology platforms
• Design and Develop Routing Applications for Voice and Multi-Channel on cloud and on-premise platform
• Configure advanced features like WFM, Omni-Channel routing, Call Recording and integrations.
• Implement AI-powered solutions using Gen AI to enhance customer self-service capabilities.
• Integrate CI/CD pipelines for automated deployments and auto-scaling of your Genesys Cloud environment.
• Having a strong knowledge in SSDLC, Operations with attention to detail around SLA metrics, accountability and operational excellence.
• Experience working in Agile Framework utilizing JIRA Align.
• A team player who places great emphasis on collective achievement within his/her team and who possesses strong interpersonal skills and a demonstrated ability to handle multiple priorities and sustaining a high level of performance when under pressure.
• Good interpersonal and collaboration skills are considered essential to the position.
• The individual will be called upon to work with broad spectrum of individuals in varied settings across the organizations.
• Ability to interface and cultivate excellent working relationships both within Technology, Business and vendors.

Additional information

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.