Senior Genesys Engineer Cloud Operations

Description & Requirements

As a member of the Maximus Contact Center CX team the Engineer should be able to configure, troubleshoot and support on Genesys Cloud CX, TTY and Fax solutions that make up the Contact Center environment at Maximus.

The engineer will serve in a technical role and interact with others on the Contact Center team, other IT resources, internal Business, external Clients, and various vendors.

Essential Duties and Responsibilities:

- Work with development teams throughout the software life cycle ensuring sustainable software releases.

- Build and drive adoption for greater reliability, resiliency, and scalability of our production applications, while maintaining a cost conscious approach.

- Perform hands on management of cloud infrastructure and automation tools.

- Document cloud architecture, security measures, and participate in client audits.

- Mentor and train other members of the dedicated DevOps team on AWS services and collaborate with other cloud support teams that support the overall organization.

- Serve as a technical point of contact for all cloud services consumed by the team, and communicate any new enterprise standards or best practices to be adopted by the DevOps teams.

- Accountable for the Contact Center implementation and support during all stages of the project life cycle

- Ability to communicate clearly, both verbal and written, with internal team, other IT teams, Customers, Clients and Partners

- Ability to work unscheduled hours in case of emergency work/outages

- Follow department implementation standards and Change control processes

- Provides feedback and updates to internal process through documentation

- Strong follow-through, ownership & responsibility of work

- Assess and document technical requirements supporting business needs

- Troubleshoot, maintain, upgrade, and identify problem areas and solve issues in a proactive manner

- Understand business processes in accordance with requirements and keep up to date with business process changes

- Work with the Supervisor to understand the assigned work, deliver on agreed upon dates and raise issues/risks in a timely manner in case of risk to deliverables

- Create/modify artifacts and deliverables, including the change management process

- Perform other duties as assigned by leadership

Minimum Requirements

Minimum Requirements:
- Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.

Required:

- Genesys Cloud Certified Professional (GCP)

Desired:

- Ability to solve problems quickly and accurately

- Excellent organizational, interpersonal, written, and verbal communication skills

- Ability to perform comfortably in a fast-paced, deadline-oriented work environment

- Ability to successfully execute many difficult tasks simultaneously

- Ability to work as a team member, as well as independently

- Demonstrated professiona...