Senior Genesys Engineer

Falls Church, VA
Jan 28, 2022
Jan 30, 2022
Engineer, IT, QA Engineer
Full Time
Maximus is seeking a Sr. Engineer to work closely with the COTS vendor (Genesys) and the product owner. The Sr. Engineer will help develop solutions by gaining deep solution knowledge; conducting market research; generating product requirements; determining specifications, production timetables, pricing, and capacity management. Primary Responsibilities: * Closely works with the product owner and the COTS (Genesys) application vendors that are in use with the project initiative * Determine platform configurations, development and implementation aligned to customer requirements on an ongoing basis * Monitor platform configuration and operations on a regular basis to evaluate, analyze and recommend enhancements and upgrades * Recommend the nature and scope of present and future product lines by reviewing platform specifications and requirements, appraising new ideas and/or platform changes * Provide source data for product line communications by defining product marketing communication objectives * Engage with the product owner to assess capacity and platform availability requirements by reviewing program implementation pipeline and adjusting capacity levels to program schedules * Coordinate with all other IT team(s) to appropriately engage and support the upkeep of the Maximus MGEP platform * Provide 24x7 on call support based on critical reported incidents, and coordinates with Genesys and product owner * Participate and supports platform solution architecture for new implementations, enhancements, and upgrades * Assist with the update and maintenance of all platform specific documentation * Support regular, ongoing platform certification activities (FedRAMP) as required * Support customer specific Authority To Operate (ATO) activities as required * Maintain professional and technical knowledge by attending vendor provided platform workshops; reviewing release notes, professional publications; establishing personal networks; participating in professional societies Additional Responsibilities: * Lead the development of software solutions that will meet or exceed business requirements; the development effort includes designing and implementing modules to the system specifications, conducting unit testing, troubleshooting issues and producing detailed proposals to resolve issues * Evaluate new coding techniques, tools, modules, and implementation as appropriate * Lead and mentor entry and mid-level developers * Consult on requirements elicitation and definition * Design software solutions per systems requirements * Code software solutions per designs * Code reviews, unit test, and integrate coded modules * Assist other developers in resolving issues by providing guidance and training * Support testing and remediate defects * Support users through troubleshooting and analysis of production logs and data * Investigate new solutions, tools, products, and techniques to incorporate into coding standards Job Requirements:Minimum Requirements: * Bachelor's degree; or 6 years and a Master's degree; or a PhD with 3 years' experience or equivalent experience * Minimum eight (8) years' technology background in development or infrastructure * Minimum five (5) years of detailed telephony infrastructure engineering knowledge and experience configuring and supporting (including Switch installation and configuration as well as routing design and platform trouble shooting) the following telephony platforms; Genesys (required), Avaya or inContact (or like Cloud Contact Center platform) * Minimum ten (10) years of experience with Contact Center technology; IVR, ACD, WFM & Reporting preferred * Certification on one or more Contact Center Suites; Genesys, Avaya or inContact (or like Cloud Conact Center platform) * Advanced knowledge of networking principles and applications * Federal or State Government experience preferred * Ability to manage vendor relationships * Knowledge of the contact center market and related products and industry * Excellent networking skills, especially regarding distribution channels and vendor relations * Up to 25 percent travel * Strong motivational skills, especially when it comes to leading a team Additional Requirements as per Contract/Client: * United States Citizenship