Sr Genesys Cloud Developer/Lead

Together we fight for everyone’s opportunity for a better financial future.

We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future.  We know that reaching this future depends on our actions today.

Like our Purpose Statement, Voya believes in being bold and committed to action.  We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision.

Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage – Apply Now

Job Description

Get to Know the Opportunity:

Mastery level, Senior Technical Lead focusing on highly visible, complex and critical business priorities. A self motivated visionary that is in tune with the latest Contact Center technology trends, capable of outlining and leading the path to future road maps. Forecasts and establishes plans for defining, delivering, enabling and supporting significant information technology components into the organization architecture.  Sets direction and guides teammates through complex requirements, procedures, and processes to optimize system performance and efficiencies, balancing technical and organizational goals. 

The Contributions You'll Make:

• Closely monitor latest Contact Center technology trends and help assess and design a modernized IVR, Chatbot, and Agent experience
• Serves as the highest level technical expert, resolving problems of systems integration, compatibility, performance potentially across multiple platforms; provides feasibility analysis on potential projects.
• Builds and maintains systems based on applications architectures to improve business processes and in alignment/support of critical business strategies.
• Assesses the business and organizational implications of key application technology alternatives for wide-impact initiatives to recommend appropriate strategic action.
• Facilitates continues process improvements within team.
• Determines organizational impact of software maintenance issues and develops overall strategy to address them.
• Integrates activities with business units and collaborates to ensure project costs and schedules are properly estimated and controlled.
• Opportunity to work on cutting edge CX solutions

Minimum Knowledge & Experience:

• Bachelor’s Degree or equivalent in Computer Science, MIS, Engineering or a directly related field, Master’s Degree preferred.
• Six years of complex (multi-tiered) software development experience including two years of leadership experience.
• Significant experience in large-scale integrated online and with Genesys Technology, Genesys Cloud CX is preferred
• Significant experience in new computing architectures and implementation of Contact center designs.
• Significant experience across multiple platforms/technologies including Genesys, Genesys Cloud, OO programming experience, including Java and /OR C++.
• Experience integrating Genesys Cloud platforms with Salesforce, Nuance Gatekeeper, Google Dialog Flow etc or equivalent is preferred
• Knowledge and experience incorporating AI technologies such as Natural Language processing (NLP), Machine Learning (ML) and Predictive Analytics

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Compensation Pay Disclosure:

Voya is committed to pay that’s fair and equitable, which means comparable pay for comparable roles and responsibilities.

The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya offers incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to p