Software Engineer II – Genesys Cloud Omnichannel Support/Developer

Software Engineer II – Genesys Cloud Omnichannel Support/Developer

Requirements

• Extensive experience with Genesys Cloud CX is required for this role.
• Minimum of an Associate’s degree and 5 years’ systems analysis/application development experience, or in lieu of a degree, a combined minimum of 7 years’ higher education and/or work experience, including a minimum of 5 years’ systems analysis/application development experience.
• Genesys Cloud CX voice & digital omnichannels development experience using Architect and more advanced features with agent assist/copilot, scripting for screen pop integration and SMS, Email, BOTs hands on experience.
• Experience with Genesys Cloud CX Support with moves adds and changes.
• Experience with Genesys Cloud CX Incident Management support with end user connectivity issues and cloud issues.
• Agile team experienced desired using Jira and ServiceNow.
• Experience with providing Visio call flow design update support as needed for changes.
• Familiar with application development software and hardware platforms.

Responsibilities

• Specialize in Genesys Cloud CX voice & digital channel configurations/implementations related to Agent Assist/Copilot, Email, voice Bot, messenger, and integration with ancillary systems as needed (Salesforce CRM).
• Complete and oversee basic to complex systems analysis, design and development. Play a key role as an individual contributor on complex projects. Maintain an excellent functional understanding of the supported application(s).
• Direct and monitor less experienced resources and coordinate development tasks on small to large scope projects.
• Prepare and support the technical dependencies for our team backlog items related to our EPIC and stories associated with the new features requested.
• Participate with other Development, operations and Technology staff in overall systems development direction from technical analysis to user acceptance testing.
• Prepare and review test data and execute detailed test plans. Complete any required debugging.
• Evaluate and understand complex interrelationships and effects among programs, interfacing applications and platforms. Provide highly analytical consulting and leadership in identifying and implementing new uses of information technologies to assist business units in meeting strategic objectives.
• Prepare thorough, clear technical and functional specifications and update systems documentation. Prepare charts, tables and diagrams to assist in analyzing problems. Review documentation prepared by less experienced staff.
• Prepare and review assessments to include required tasks, estimated time frames and effort for any scope project.
• Maintain efficient operation and effectiveness of supported applications.
• Recommend new technology, policies or processes to benefit the organization and improve deficiencies. May lead or participate in technical evaluations of vendor software.
• Follow and promote/influence use of development standards and procedures.
• Maintain a good understanding of the business being supported and its functions, processes, operations and strategic direction.
• May assist in developing expense and capital budgets.
• Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Identify risk-related issues needing escalation to management.
• Promote an environment that supports diversity and reflects the M&T Bank brand.
• Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
• Complete other related duties or projects as required, which may include playing a lead role in due diligence, cost/benefit analysis or business study activities.

Preferred Qualifications

• Good understanding of the Bank’s application framework.
• Subject matter expert in business with knowledge or experience utilizing application/system being supported.
• Advanced understanding of applications supported with a sound knowledge of interfacing/integrated applications.
• Ability to work in a team environment as well as autonomously.
• Ability to multitask for various components of complex projects.
• Action-oriented.
• Pro-active.
• Advanced knowledge and focus of the entire system to work on projects outside of normal business-as-usual (BAU).