Senior Genesys Engineer

We are looking for a dynamic and proactive Genesys Engineer who can think creatively to solve complex problems and meet user requirements. You must be agile and adaptive, capable of delivering results while managing the details of implementation. You must have demonstrable expertise in Genesys Cloud with a wide range of knowledge, and be ready to research and learn new techniques, languages, and frameworks. Working with a DevSecOps mindset, you will be developing, delivering, and operating Genesys Cloud using a secure and stable approach.

The Senior Engineer, drives change, advocates best practices and leads by example. Can estimate and reliably deliver complex tasks impacting multiple systems. They support and lead the technical direction in their squad and can communicate future plans and direction to technical and non-technical people. They actively coach and mentor developers in their squad/tribe and can identify and resolve issues with technology and product processes.

Main Duties

• Take a lead role in the squad when required, owning a technical solution from identification through to delivery.
• Communicate confidently to peers, management and senior management.
• Proactive in developing a process to improve ways of working within the team.
• Proactive, collaborative and a positive role model for the team.
• Design innovative solutions to solve complex problems and/or meet business functional requirements.
• Work together with solutions architects on production of cross system design (Take ownership).
• Able to deliver large tasks that touch multiple systems, working individually when required.
• Produce technical documentation and support all levels of the team via feedback and guidance.
• Actively encourage, drive technical demos, and provide knowledge transfer during the delivery cycle.
• Proactively communicate status, risk and timelines when appropriate.
• Suggest sensible workarounds/next steps to mitigate impact of delayed work (eg Broke a large piece of work into smaller individual units that could be parallelised).
• Actively contribute to engineering maturity and promote best practice that enables high performing teams.
• Contribute to peer reviews and produce documentation as necessary.
• Highlight when technical debt is created and champion reducing technical debt.
• Maintain an awareness of emerging technologies and tooling and propose it\’s use where appropriate.
• Competent in DevSecOps approach and practices.
• Actively contribute to Agile ceremonies such as Refinement, Sprint Planning, Sprint Review, and Retrospective, ensuring alignment with our standards.
• Communicate effectively to a variety of audiences including both technical and non-technical stakeholders.
• Contribute to improvements of our technical excellence and ways of working within Squad, Chapter, and Guild forums.

Experience Required

Technical:

• Extensive experience with Genesys Cloud architect flow design and build across Voice, Email and Messaging channels.
• Proven track record in developing APIs for seamless integration of third-party tools and services.
• REST API / Web services experience.
• Detailed knowledge of IP Telephony: Genesys Cloud Edge Devices and SIP Trunking.
• Ability to diagnose and resolve complex technical issues including analysing SIP traces.
• Knowledge of Terraform and Genesys CX as Code.
• Knowledge and experience with CI/CD pipelines, such as Azure DevOps.
• Experience with omnichannel contact centre solutions.
• Knowledge of AI and automation capabilities within Genesys Cloud.
• Experience integrating Genesys with various systems.
• Understanding of cloud infrastructure and security best practices.

Leadership and mentoring:

• Proven ability to creatively think around a brief and challenge it if necessary.
• Strong communication and influence skills with the confidence to communicate ideas effectively to peers, seniors, and management.
• Ability to build trust and foster a creative, collaborative team environment.
• Able to transfer knowledge between other members of the team through mentoring and coaching.

Methodology & Process:

• Understanding of Agile Scrum methodology and practices.
• Prioritisation and time management skills to hit deadlines.
• A focus on continuous improvement and a desire to push your ideas forward.
• Ability to produce quality documentation as necessary.

Required Certifications

• Genesys Cloud Professional Certification (GCP).
• At least one Genesys Cloud Specialist Certification (GCS) in any of the following areas: Architect, Quality Management, Workforce Engagement, AI and Bots.
• Genesys Cloud Developer Certification (GCD).

Admiral: Where You Can

We take pride in being a diverse and inclusive business. It\’s a place where you can Be You, and show up as you are. We’re committed to fostering a people-first culture where everyone is accepted, supported, and empowered to be brilliant. You can, Grow And Progress at a pace and direction that suits you, Make A Difference for our customers and each other, and Share in Our Future with all colleagues eligible for up to £3,600 of free shares each year after one year of service.

Everyone receives 33 days holiday (including bank holidays) when they join us, increasing the longer you stay with us, up to a maximum of 38 days (including bank holidays). You also have the option to buy or sell up to an additional five days of annual leave.

We’re proud of our people-first culture. In fact, we\’ve been recognised as a Great Place to Work for Women, a Great Place to Work for Wellbeing, and an overall Great Place to Work for over 25 years! We’re fully committed to making sure your progression is not slowed or halted by barriers related to race, gender, age, sexuality or any of the protected characteristics.

Our fantastic benefits make sure our colleagues have a great work-life balance; You can view some of our other key benefits here.

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