Genesys Technical Lead

Join our Contact Center team and lead the way in modernizing, designing, and implementing systems that align with our strategic vision. In this role, you will collaborate with architects, product managers, and third-party partners while leading a team of highly motivated developers. The ideal candidate will bring strategic thinking, a passion for innovation, strong technical leadership, and experience with Genesys and AWS.

Responsibilities:

• Provides expert level IT technical lead services and direction for critical software, middleware, or hardware projects on multiple platforms. Provides technical expertise and completes complex development, design, implementation, architecture design specification, and maintenance activities.
• Ensures the viability of IT deliverables. Recommends development options and approves the team's technical deliverables. Conducts testing, including functionality, technical limitations, and security.
• Identifies potential solutions and approves technical solutions proposed by team members. Elevates complex technical issues to IT experts. Resolves technical problems discovered by testers and internal clients.
• Responds to and resolves technical issues in a timely manner. Researches issues and performs root cause analysis. Anticipates technology problems and prevents them.
• Communicates with key stakeholders on project issues and implications. Evaluates the impacts of change requests on technologies and effectively persuades and influences others on ideas.
• Maintains a current and working knowledge of IT development methodology, architecture design, and technical standards. Mentors IT staff and identifies training needs. As new standards are instituted, ensures their usage by team members.
• Reviews and approves documentation and diagrams created by IT team members. Writes documentation, including technical standards and processes.
• Identifies opportunities for continuous quality improvement of technical standards, methodologies, and technologies.
• Participates in design, code, and test inspections throughout product life cycle to identify issues. Participates as a technical consultant at other project meetings. Presents technical status and issues at milestone reviews.
• Thoroughly understands and complies with Information Technology and Information Security policies and procedures, and verifies that deliverables meet requirements.
• Participates in special projects and performs other duties as assigned.

Qualifications:

• Experience designing and developing in Genesys (must have) and Eccentex.
• Experience building and running applications in AWS.
• Frontend & mid-tier development experience preferred.
• Undergraduate degree or equivalent combination of training and experience.
• Minimum of eight years related work experience, with at least three years of development experience.

Special Factors

Sponsorship
Vanguard is not offering visa sponsorship for this position.

About Vanguard

At Vanguard, we don't just have a mission-we're on a mission.

To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best.

How We Work

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.