About the Position:

As the Sr. Systems Engineer, you will have complete oversight and responsibility for all aspects of Genesys Cloud and the integrations between Genesys Cloud and Salesforce Service Cloud and other reporting tools. This role is a key member of the technology team that enables us to maximize individual, team, and organizational productivity by addressing business requirements through managing and developing Genesys, Salesforce, and other related tools. As a team member, you will directly contribute to the company's overall direction and success by working closely with multiple departments across the organization to support new and ongoing initiatives.

Essential Functions:

• Coordinate with vendor teams (Genesys, Salesforce, and others), internal technical teams, and other staff as necessary to gain assistance and resolve problems with the platform and associated applications

• Continuously improve system performance reports, perform root cause analysis for system outages, suggest improvements ensure system uptime

• Analyze business requirements, provide time estimates, create and modify Interaction (Call, Email, Chat Tasks, Case) Flow Diagrams, preparation of design documents, system development, and production handover.

• Lead development and deployment of omnichannel (IVR, Chat, Chatbot, email, Case, SMS, tasks, etc..) flows within Genesys Cloud Architect and help us create the associated integrations with Salesforce

• Support the development and implementation of new tools, processes, and workflows configurations to meet the business's needs

• Understand the flow of data between administered systems, primarily Salesforce, highlighting opportunities for further optimization and areas that challenge data integrity (timeliness, accuracy, and availability)

• Implement, Maintain, and Enhance solutions between critical, cloud-based systems and Salesforce

• Coordinate with engineering teams to manage internal/external tool integration with Genesys Cloud

• Work with operations/line of business teams to enable best practices on key customer operations concepts within Genesys Cloud (including but not limited to Workforce Management, Quality Assurance, etc.)

• User setup (permissions) for both onboarding and offboarding

• Daily involvement with Workforce Management (Flows, Routing, Changes)

• Manage cloud-based telecom infrastructure including experience in supporting managed SIP trunks, Edge servers. WebRTC, toll-free numbers, RESPorg etc.

• Perform day-to-day operational tasks via a ticketing system to meet the technology needs of stakeholders

• Lead the design and development of integrations using Genesys Cloud API, with experience in RESTful APIs required

• Experience in maintaining managed/installed packages in Salesforce, specifically, Genesys Cloud for Salesforce CTI and Genesys Cloud for Salesforce CX Cloud

Required Skills:

• Ability to thrive in a collaborative work environment

• Ability to form solid cross-functional relationships and influence others to drive to a common goal

• Deep business acumen: strong command over analytics, specifically how to leverage data to drive operational improvements

• Strong technological understanding, awareness, and software applications

• Proven success in operationally transforming the organization

• Effective communication style with a history of success in a cross-functional, fast-paced environment with the ability to simplify the complex and effectively interface with executive, operational and technical teams

• Ability to work with multiple clients that have unique process flows and vocabulary

• Self-motivated with a strong desire to maintain high productivity levels and empower others toward personal and professional growth opportunities

Required Education and/or Experience:

• BA or BS/MS degree preferred or equivalent work experience. 5+ years of experience in leading and scaling a dispersed customer-facing organization in a technical environment

• 3+ years of hands-on experience for Genesys Cloud CX required (Integration experience with Salesforce is preferred)

• 5+ years' experience with call center ACD, IVR, CTI, Skills, Call recording, WFM, Multi-channel Routing, and reporting as related to contact center applications

• Experience in the implementation of API or web service-based integrations (REST, JSON, SQL DB)

• Experience in creating business-oriented technical documentation for supported platforms

• Experience in optimizing Genesys integrations with Salesforce for a diverse set of end-users

• Desire to work in a startup environment. You'll have the autonomy to define this work and function but must be ready to start small and bring your collaborators along

• Experience in communicating and collaborating effectively across diverse teams while maintaining professional working relationships with coworkers and peers

• Experienced in analyzing processes and information, identifying problems and trends, and developing practical solutions and strategies