Senior Genesys Engineer

General Challenges We have been struggling with both roles due to:

• Candidates having primarily onprem Genesys Engage experience instead of Genesys Cloud.
• Limited candidates who meet the required years of handson cloud experience.
• Clearance requirements narrowing the talent pool.

1. Senior Genesys Cloud Engineers (2 openings) Key Requirements

• 5 years of Genesys Cloud experience preferred.
  • 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:
  • Email
  • Voice
  • Outbound
  • (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 (onprem) 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.