Lead, Platform Engineer- Genesys

Job Classification:

Technology - Engineering & Cloud

Are you interested in building capabilities that enable the organization with innovation, speed, agility, scalability and efficiency? The Global Technology team takes great pride in our culture where digital transformation is built into our DNA! When you join our organization at Prudential, you’ll unlock an exciting and impactful career – all while growing your skills and advancing your profession at one of the world’s leading financial services institutions. 

Your Team & Role 

As a Lead, Platform Engineer- Genesys on the Voice & Contact Center Technologies team,  you will partner with product owners, tech leads, designers, engineers and delivery professionals to improve Voice and Contact Center platform.  You will code, test and debug new and existing applications as you implement capabilities to solve sophisticated business problems, deploy innovative products, services and experiences to delight our customers! In addition to advanced technical expertise and experience, you will bring excellent problem solving, communication and teamwork skills, along with agile ways of working, strong business insight, an inclusive leadership attitude and a continuous learning focus to all that you do.  

Here is What You Can Expect on a Typical Day  

• Configure and build applications ensuring that the solution follows latest practices and industry standards for Genesys cloud & Industry leading Bots (Lex, Amelia, Genesys etc.), using modern design patterns and architectural principles; remove technical impediments
• Develop high quality, well documented and efficient code adhering to all applicable Prudential standards that stay aligned with platform vendor roadmap and direction
• Design the business logic and integration patterns with Prudential Ecosystem, using modern integration, data, and security patterns
• Write unit, integration tests and functional automation, researching problems discovered by quality assurance or product support, developing solutions to address the problems   
• Bring a strong understanding of relevant and emerging technologies, provide input and coach team members and embed learning and innovation in the day-to-day   
• Work on complex problems in which analysis of situations or data requires an evaluation of intangible variables.  
• Collaborate with internal telecom & infrastructure groups to support Pure-cloud implementations
• Partner with Business Stake holders as well as users & other call center groups for Pure-cloud implementation and support

The Skills & Expertise You Bring  

• Bachelor of Computer Science or Engineering or experience in related fields 
• Ability to coach others with minimal guidance and effectively leverage diverse ideas, experiences, thoughts and perspectives to the benefit of the organization   
• Experience with agile development methodologies and Test-Driven Development (TDD) 
• Knowledge of business concepts tools and processes that are needed for making sound decisions in the context of the company's business 
• Ability to learn new skills and knowledge on an on-going basis through self-initiative and tackling challenges 
• Excellent problem solving, communication and collaboration skills 

Advanced experience and/or expertise with several of the following: 

• Core Platforms & Languages: Genesys Cloud & AWS Lex, Lambda using Python, JavaScript
• Application Programming Interfaces (API): Core Platforms & Languages: APIGEE & Kong
• Unit, interface and end user testing concepts and tooling (functional & non-functional) 
• Advanced knowledge with Genesys cloud & Contact Center Platforms as well as Bots
• Configuration and administration of core capabilities, data model, integrations, security, access control
• Deep knowledge of IVR Applications and Advanced Speech Recognition engines (ASRs), and hands on development and deployment experience including monitoring, continuous testing, test validation.
• Advanced experience writing code in common programming languages such as VXML, Java, .Net, J2EE, JSP and Database technologies in support of enterprise call center applications
• Genesys-Pure-Cloud integration with different CRM Applications
• Experience working with VUI Designs (Voice User Interface designs)
• Experience implementing Chatbots, Virtual Assistant leveraging AI/ML
• AWS Lex & Lambda knowledge is preferred
• Experience with cloud automation, cloud design patterns and microser