Systems Engineer

Job Description

About the role of Systems Engineer V

The Engineer V will lead the design, training, and maintenance support of the Genesys platform. Utilizing their comprehensive understanding of the Genesys technology stack and roadmap, the Engineer will mitigate risks related to divisional access, system interoperability, and future design decisions. The Engineer will be responsible for ensuring the stability, integrity, security, and efficient operation of information systems (on-premise and Cloud-based) that support organizational functions. In this very visible role, the Engineer V will develop and/or drive automation/AI solutions to highly complex, enterprise-wide problems that require the regular use of ingenuity and creativity. The Engineer guides others on area objectives, setting the strategic vision for long-term sustainable solutions across multiple services and acts as a technical liaison, driving technical communities and cross-talk within and outside the division.

What you’ll do:

Design, configure, and implement solutions within the Genesys Cloud platform to support business requirements.

Develop custom integrations, APIs, and call flows to enhance customer and agent experiences in the Genesys Cloud platform.

Provide technical leadership in troubleshooting, root cause analysis, and resolution of complex issues in the Genesys Cloud platform.

Support junior engineers by providing mentorship and skill development in the Genesys Cloud platform.

Advise and act as resource for complex, interconnected systems projects, evaluate requirements and offerings and ensure work aligns with overall systems strategy, direction, and business need, translate technical language/terms across IT teams and to non-technical audiences.

Collaborate with product owners/managers, communicate project status to the enterprise, identify problems and collaborate directly with vendors on solutions.

Drive automation, integration, and innovation of systems solutions for complex, inter-dependent, enterprise-wide systems, lead the integration of multiple systems and services, setting standards and requirements to ensure alignment to best practices.

Evaluate complex systems solutions developed by team, drive continuous improvement of secure technology solutions for company’s IT ecosystem, conduct research on software and systems products to justify recommendations and to support purchasing efforts.

Improve the deployment process (pipelines) through innovative and creative solutions that increase efficiency, utilize configuration management technology to design and build automated deployments, review the deployment of complex modules, updates, and fixes to ensure deployment is meeting established standards.

Incorporate industry innovations into the deployment process, leveraging data to drive decision-making, collaborate with vendors and IT personnel for problem resolution, proactively engage with vendors, outsourcers, and contractors regarding improvements to system-related services.

Define standard operational processes and drive team toward adopting improvements and efficiencies, embrace change and drive adoption of innovative automation solutions, reach out and leverage peer network in identifying ways to innovate work.

Define and/or adjust Service Level Agreement (SLA) process and ensure others are adhering to SLAs.

Conceptualize and lead others in optimizing for capacity, including designing, and developing processes and tools to improve performance, focus on capacity planning for enterprise-wide, inter-related processes.

Define and communicate documentation standards for the IT organization, participate in knowledge transfer across the organization, sharing expertise when appropriate.

Additional responsibilities when acting in the role of Solution Architect:

Participate and lead in developing road maps describing the evolution of enterprise solution portfolios from current state to future state; this includes analysis across domains to recommend changes within the roadmaps.

Partner with Enterprise Architects to define models, including solution patterns, to guide solution decisions for the entire enterprise, as well as participating and leading the collaboration cadence related to knowledge sharing and governance, e.g. solution architecture community of practice, architecture and high level design reviews. Solution architects are change agents of our IT strategic objectives, specifically, Product and Service Driven and adopting an End-to-End Services Mindset.

Perform other duties as assigned.

What you’ll bring:

Bachelor’s degree in computer science or computer engineering. (Required)

Twelve (12) years of experience. (Required)

At least 3 years focused on Genesys Cloud. (Required)

Strong knowledge of Genesys Cloud architecture, APIs, call flows, and integrations. (Required)

Experience working with Healthcare Insurance or other highly regulated industry (Preferred)

Working knowledge and ability to create automation for replacing various manual tasks. (Preferred)

Ability to teach and mentor others on devops and laC (infrastructure as code) related principles. (Preferred)

Ability to work agile methodologies and processes (i.e., scrum, Kanban, etc.). (Preferred)

Highly advanced skills installing, configuring and troubleshooting operating systems (i.e. Windows Workstation/Server Current Version (N-2), Linux and OS X 10.).

Highly advanced scripting skills (such as PowerShell (preferred), Batch, Perl, Python, or Java).

Proven analytical, critical thinking and creative problem-solving abilities.

Excellent written, verbal, and interpersonal communication skills. Ability to communicate complex ideas in both technical and user-friendly language.

Ability to work in a team-oriented, collaborative environment.

Highly advanced experience in the administration and performance tuning of application stacks.

Experience with virtualization and containerization (e.g., VMware, Virtual Box).

Solid networking knowledge (OSI network layers, TCP/IP).

Solid Cloud experience.

Work with Architecture and other business units to align, design, implement and improve security best practices.

Provide guidance for potential Security solutions.

Strong knowledge of data privacy regulations, compliance.

Advanced project management skills.

Highly advanced ability to prioritize and manage tasks effectively.

Strong customer service orientation.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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