Description & Requirements
As a member of the Maximus Contact Center CX team the Engineer should be able to configure, troubleshoot and support on Genesys Cloud CX, TTY and Fax solutions that make up the Contact Center environment at Maximus. The 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.
Essential Duties and Responsibilities:
- Work with development teams throughout the software life cycle ensuring sustainable software releases.
- Build and drive adoption for greater reliability, resiliency, and scalability of our production applications, while maintaining a cost conscious approach.
- Perform hands on management of cloud infrastructure and automation tools.
- Document cloud architecture, security measures, and participate in client audits.
- Mentor and train other members of the dedicated DevOps team on AWS services and collaborate with other cloud support teams that support the overall organization.
- Serve as a technical point of contact for all cloud services consumed by the team, and communicate any new enterprise standards or best practices to be adopted by the DevOps teams.
- Accountable for the Contact Center implementation and support during all stages of the project life cycle
- 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
- Follow department implementation standards and Change control processes
- Provides feedback and updates to internal process through documentation
- Strong follow-through, ownership & responsibility of work
- Assess and document technical requirements supporting business needs
- Troubleshoot, maintain, upgrade, and identify problem areas and solve issues in a proactive manner
- Understand business processes in accordance with requirements and keep up to date with business process changes
- Work with the Supervisor to understand the assigned work, deliver on agreed upon dates and raise issues/risks in a timely manner in case of risk to deliverables
- Create/modify artifacts and deliverables, including the change management process
- Perform other duties as assigned by leadership
Minimum Requirements
Minimum Requirements:
- Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.
Required:
- Genesys Cloud Certified Professional (GCP)
Desired:
- Ability to solve problems quickly and accurately
- Excellent organizational, interpersonal, written, and verbal communication skills
- Ability to perform comfortably in a fast-paced, deadline-oriented work environment
- Ability to successfully execute many difficult tasks simultaneously
- Ability to work as a team member, as well as independently
- Demonstrated professional consulting, implementation, and solutions implementation experience with a specific focus on Genesys Cloud CX solution with ability to lead and drive implementation from discovery to production
- Good technical problem-solving skills and ability to collaborate in troubleshooting challenging configurations
- Knowledge of requests, REST web services, and JSON
- Call flow development experience in Genesys Architect tool
- Software: MS Visio, MS Office (Word, Excel, PowerPoint, Access), Email (MS Outlook)
- Desirable: Knowledge on Amazon Web Services (AWS), certifications for Genesys
- Attention to detail
Preferred Certifications:
- AWS Certified Cloud Practitioner
EEO Statement
Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.
Pay Transparency
Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.
