IVR Engineer (Genesys) - Remote / Telecommute

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Company: Cynet Systems

Location: Cary, NC 27513

Description:

Job Description:

Essential Duties:
  • Performs as a key contributor to an engineering team that builds and supports exceptional products that provide innovative solutions to challenging business use cases, existing system and operational problems.
  • Participates in architectural design, system analysis, and programming activities on application software; this may often require independent research and study.
  • Develops high-quality and production-ready software by using best-practice data structures, algorithms, design patterns, and frameworks that are maintainable, scalable, responsive, and secure.
  • Writes highest quality code with utmost attention to scalability, security and performance and with an end-to-end mindset from conception to delivery and production support, owning specifications, quality, release deployments and monitoring of production health.
  • Produces complete, simple, and readable technical documentation for everything developed and maintains a team culture of documenting everything.
  • Tests and ensures quality of all code that developed in line with principles of test-driven development and continuous delivery, utilizing test automation frameworks wherever possible.
  • Participates in code-reviews, provides technical guidance and mentors software engineers.
  • Collaborates closely with Engineering leadership, Product Managers, Designers, Test Automation and other teams and business units to define, prioritize, sequence and scope business and functional requirements and drive results.
  • Instruments infrastructure and application performance monitoring, capacity management, alerting, tools instrumentation and metrics (KPI) management
  • Performs impact assessment of product (hardware, software) upgrades.
  • ssists in planning, coordinating, and executing engineering projects.
  • Supports and collaborates with other Engineers through evaluation, design analysis, and development phases.
  • Maintains knowledge, ensures competency and compliance with policies and procedures, in order to be the technical expert while collaborating with cross-functional teams.
  • This list is not all-inclusive and candidates are expected to perform other duties as requested or assigned.
Qualifications Minimum Education and Experience:
  • 5+ w/bachelor's degree.
  • BS in computer science or equivalent technical field or equivalent work experience.
  • MS is a plus.
Knowledge, Skills, and Abilities:
  • Expertise in IVR Technology and VUIs (Call Flows) required.
  • Expertise in Client Cloud CX required.
  • Hands on experience with Client Architect IVR application development using data inputs, data actions and Client Cloud APIs required.
  • Natural Language experience required.
  • Experience in Client Cloud Chatbot, Chat and SMS development preferred.
  • Microservices development experience preferably in Azure cloud required.
  • Telephony and Contact Center operations and technologies knowledge preferred.
  • Database interaction technologies such as Hibernate, JDBC and/or SQL knowledge required.
  • Git/GitHub or any other distributed version control systems knowledge required.
  • Jenkins, CloudBees and/or CI/CD systems working experience required.
  • GILE, JIRA, and Confluence experience preferred.
  • Skill to work comfortably and effectively with people on all different levels of organization and across all functional areas required.
  • Strong interpersonal and communication skills, strong organizational skills, resourcefulness, attention to detail and drive for excellence.
  • Troubleshoot issues based upon customer experience, perform a root cause analysis, recommend corrective actions and lead resolution efforts.

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