Systems Engineer

• Design, configure, and implement solutions within the Genesys Cloud platform to support business requirements.
• Develop custom integrations, APIs, and call flows to enhance customer and agent experiences in the Genesys Cloud platform.
• Provide technical leadership in troubleshooting, root cause analysis, and resolution of complex issues in the Genesys Cloud platform.
• Support junior engineers by providing mentorship and skill development in the Genesys Cloud platform.
• Advise and act as resource for complex systems projects, evaluate requirements and ensure work aligns with overall systems strategy and direction.
• Reassess solutions in process when needed and adapt changes, communicate project status to project stakeholders and/or the IT organization, identify problems and collaborate directly with vendors on solutions.
• Develop and build automation for new systems solutions for complex, integrated systems, develop standards and requirements for system alignment and to incorporate best practices, review and provide feedback on complex systems solutions developed by team for implications on other systems.
• Identify trends and requirements for future systems operational and functional needs and determine how to incorporate into system development standards, conduct research on software and systems products to justify recommendations and to support purchase efforts.
• Prepare modules with complex integration considerations for production, design and build automated deployment (pipelines) use configuration management technology, deploy complex new modules, updates, and fixes within the production environment, troubleshoot standard and interoperability issues that arise during deployment.
• Review log files to ensure effectiveness of processes.
• May collaborate with vendors and IT personnel for problem resolution and interact with vendors, outsourcers, and contractors regarding system-related services.
• Build and revise operational processes for systems maintenance and problem-solving, managing problems that arise within systems to ensure mitigations are developed and implemented to reduce likeliness of reoccurrence.
• Provide response in adherence to Service Level Agreement (SLA) issues as they arise to ensure system remain functional, document and communicate complex issues/problems to leaders as appropriate, develop and drive automation solutions.
• Lead the design and development of processes and tools to improve long term performance and capacity of systems, review implications of multiple inter-related processes and identify ways to optimize performance, capacity and increase automation.
• Provide orientation and training to end users for all modified process, provide direction and mentoring to junior engineers, creating and broadly communicating appropriate documentation and best practices.
• Participate in knowledge transfer across teams, sharing expertise when appropriate.
• Perform other duties as assigned.

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