Senior Genesys Cloud Engineer (Remote)

Humana Remote
senior cloud engineer remote cloud design customer experience technical representatives engineer virtual team web
November 23, 2022
Humana
Minneapolis, Minnesota
FULL_TIME

Description

The Senior Genesys Engineer is responsible for the configuration, implementation, operation, and upgrading of Genesys Cloud systems and associated physical and virtual peripheral components/systems..

Responsibilities

To maximize impact, Humana 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. We are currently in the process of growing our IT Omnichannel Platform Architecture & Product Engineering team supporting the Customer Experience Center Platform. The Customer Experience Center Platform, CECP, will transform our customer experience by making experiences more personalized, insightful and consistent. The platform itself will enable an integrated, horizontal experience for both our customers and our customer facing representatives. Our customers will see direct benefits in shortened and simplified assisted experiences, enhanced self-service experiences, and integrated channel experiences. These capabilities will allow our customer facing representatives the ability focus on the member and their health, creating virtually seamless experiences for the members.

Partnering closely with the Solutions Architects, Product Owners, Scrum Teams, and other cross-functional product team members, the Genesys Engineer will provide technical leadership and delivery of new capabilities and solutions across the Customer Experience Center Platform portfolio. This role will be responsible for leading the analysis, planning, evaluation, implementation, and validation of innovative Contact Center solutions for Voice, Omnichannel, Quality & Enablement products.

Responsibilities

  • 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

  • Automation of deployment and migration tasks

  • 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

  • Adhere to development practices and coding principles and perform Proof of concepts as needed.

               

Requirements

  • Bachelor's degree with 3 or more years of Genesys Development Experience

  • Strong experience in Genesys Omnichannel Solutions

  • Experience in communications with customers representatives

  • Be able to understand and analyze business needs to develop, design and deploy solutions.

  • Familiarity with implementation and release management.

  • Excellent soft skills, successful history of communication with customers

  • Demonstrated technical problem-solving skills and ability to troubleshoot challenging configurations.

Preferred Qualifications

  • Experience integrating Genesys PureCloud 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.

  • Excellent analytical, communication, organizational and problem-solving skills coupled with a strong work ethics

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

  • Contact Center/CCaaS Professional Certifications.

Work at Home/Remote Requirements

  • Must ensure designated work area is free from distractions during work hours and virtual meetings

  • Must provide a high-speed DSL or cable modem for a workspace (Satellite and Hotspots are prohibited). A minimum standard speed of 10x1 (10mbs download x 1mbs upload) for optimal performance of is required

  • Be available EST hours

Additional Information

Humana Vaccination Statement

Humana and its subsidiaries require vaccinated associates who work outside of their home to submit proof of vaccination, including COVID-19 boosters. Associates who remain unvaccinated must either undergo weekly negative COVID testing OR wear a mask at all times while in a Humana facility or while working in the field. 

Work-At-Home Requirements

  • WAH requirements: Must have the ability to provide a high speed DSL or cable modem for a home office. Associates or contractors who live and work from home in the state of California will be provided payment for their internet expense.

  • A minimum standard speed for optimal performance of 25x10 (25mpbs download x 10mpbs upload) is required.  

  • Satellite and Wireless Internet service is NOT allowed for this role.

  • A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

#LI - EL1

Scheduled Weekly Hours

40

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