Principal Genesys Cloud CX Development Engineer

Global Fintech Leader is in the midst of Enterprise Digital Transformation. Highly Visible Contact Center Optimization Program and requires a Senior Lead to take strategic ownership over IVR Solutions Architecture and Provision Delivery.

The Environment
• Global Fintech Lead
• World Class Contact Center Initiative
• Enterprise Transformation
• C-Level Leadership

The Role

Candidate should have vast experience working with design and implementation of IVR call flows and service integration supporting various line of businesses including mortgage, banking and brokerage. Successful candidate will ideally have performed a pivotal role in large transformation before and have dealt with scale and complexity of legacy migration to target platform.

Responsibilities will include translation of the Voice UI/UX design wireframes to actual code/configuration. Candidate will bridge the gap between design and technical implementation, taking an active role on both sides and defining IVR customer experience.

VP - IVR/Routing Development Lead

Contact Center is looking to recruit talent to support the IVR/Routing Cloud Transformation initiative. Candidate should have vast experience working with design and implementation of IVR call flows and service integration supporting various line of businesses including mortgage, banking and brokerage. Successful candidate will ideally have performed a pivotal role in large transformation before and have dealt with scale and complexity of legacy migration to target platform.

Responsibilities will include translation of the Voice UI/UX design wireframes to actual code/configuration. Candidate will bridge the gap between design and technical implementation, taking an active role on both sides and defining IVR customer experience. Candidate should have of knowledge of end-to-end connectivity of Contact Center technologies: IVR, CTI/Intelligent Routing, Call Recording, Workforce Management, Analytics and Reporting. Candidate must also have strong communication and interpersonal skills to work very closely with tech and business leadership as well as agile team members throughout the entire development lifecycle.

This position also involves managing a team while having the skills of hands-on Development and Design of IVR. 40% management, 60% hands-on

Required Skills:
• 5-7 years hands on experience with Genesys IVR and routing design and development using Genesys Composer
• Experience managing and training teams
• Good understanding of CTI (Computer Telephony Integration), contact center architecture, Genesys Framework, Genesys routing strategy
• Thorough understanding and/or experience with call back technologies, preferably with virtual hold solutions
• Experience with designing Business Continuity /Disaster Recovery architecture
• Demonstrated track record of managing multiple development projects at once
• Excellent communication skills, listening skills, influencing and negotiation skills
• Ability to develop and foster relationships with resources outside of direct control
• Bachelor’s/Master’s Degree in Computer Science, Information Systems or related field

Desired Skills:
• Experience with OMNI channel integration: Email, SMS, Social, Chat, Chatbot
• Knowledge and/or experience with Genesys PureCloud Contact Center Cloud as a Service

Why This Role
• High C Level Visibility
• Prestigious Fintech Leader
• Thought Leadership
• Enterprise Solutions Architecture