Systems Engineer V

Workforce Classification:

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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