Senior Genesys Cloud Engineers

Position: Senior Genesys Cloud Engineers (Senior Engineer CCaaS Operations)

Location: 100% Remote

Duration: Contract to Hire

Two Interviews: 2 rounds (all Virtual)

Genesys CLOUD EXPERIENCE IS A MUST < ----

General Challenges
We have been struggling with both roles due to:
Candidates having primarily on prem Genesys Engage experience instead of Genesys Cloud.
Limited candidates who meet the required years of hands on cloud experience.
Clearance requirements narrowing the talent pool.

1. Senior Genesys Cloud Engineers (2 openings)
Key Requirements
5 years of Genesys Cloud experience preferred.
o 3 years is acceptable and considered strong given market limitations.
Candidates must have hands-on engineering experience, not just support.
Must be able to hit the ground running with minimal hand-holding.
Strong communication skills-they will often be in meetings alone and must communicate effectively with various stakeholders.
Experience leading or driving projects is preferred.
Must have implemented at least 3 channels in Genesys Cloud:
o Email
o Voice
o Outbound
o (Inbound voice alone is not enough-too basic.)
If they have strong communication skills and multi-channel experience on other platforms but only 1 2 years in Genesys Cloud, we will still consider them.
Common Issues Encountered
Many resumes show 15 20 years of Genesys Engage (on prem) and very little cloud experience.
Candidates lacking true hands-on experience or project ownership.
We need engineers who can quickly learn Maximus standards and perform with minimal oversight.
Pipeline
Currently one candidate who passed the first screening and may be a solid fit. No other viable resumes.

JD: As a member of the Maximus Contact Center CX team the Senior Engineer should be able to configure, troubleshoot and support on Contact Center as a Service, TTY and Fax solutions that make up the Contact Center environment at Maximus. The Senior Engineer will serve in a technical role and interact with others on the Contact Center team, other IT resources, internal Business, external Clients, and various vendors.

Roles and responsibilities:
Design advanced cloud contact center solutions, including routing, IVR, workforce management, analytics and reporting to meet complex business needs leveraging AI solutions such as (CoPilot, Bedrock, Amazon Q in Connect, KoreAI and MurfAI).
Lead the deployment, configuration and integration of cloud contact center systems with existing IT infrastructure, ensuring seamless functionality and optimal performance.
Provide senior level support and troubleshooting for complex technical issues, implementing solutions to ensure minimal disruption and system reliability. .
Analyze existing and new voice and data networks (as needed) and recommend solutions
Troubleshoot, maintain, upgrade, and identify problem areas and solve issues in a proactive manner
Mentor and train junior engineers and other team members on functionality, best practices and troubleshooting techniques.
Research emerging customer experience and conversational AI technologies, evaluate new tools and platforms, upskill on emerging customer experience innovations, and contribute to continued improvement of Maximus solutions offerings
Ability to communicate clearly, both verbal and written, with internal team, other IT teams, Customers, Clients and Partners
Ability to work unscheduled hours in case of emergency work/outages
Create comprehensive playbooks, develop support documentation, and implement automation for handling support requests on enterprise AI platform(s).

Skills:
Degree in a computer related field or equivalent professional technical experience.
Ability to solve problems quickly and accurately.
5+ years of experience in cloud-based contact center solutions, including experience in including experience in deploying, configuring and managing such systems
Deep understanding of Cloud Contact Center (Genesys, Connect, NiceCX, etc.), including IVR, call flows, routing, AI, workforce management and reporting.
Experience with tools and services required for Cloud Contact Center Implementation and development for Genesys, Amazon Connect and/or Nice InContact. Ie. (Genesys Architect, Amazon Connect flow builder, Lambda, DynamoDB, Lex, API Gateway)
Understand the basics and concepts of Generative AI and associated guard rails.
Strong technical skills in cloud technologies, system integration and troubleshooting.
Excellent organizational, interpersonal, written, and verbal communication skills.
Ability to perform comfortably in a fast-paced, deadline-oriented work environment and execute many tasks simultaneously.
Ability to work as a team member, as well as independently.
Strong follow-through, ownership & responsibility of work
Knowledge of HTTP requests, REST web services, and JSON.
Desirable: Certifications or related training/badges for Genesys, Amazon or Nice InContact.
Applicant selected will be subject to a government security investigation and must meet eligibility requirements for access to classified information.