Senior Software Engineer - Genesys
- Full-time
- Job Family Group: Engineering and Technology
Company Description
Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive.
When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.
Join Visa: A Network Working for Everyone.
Job Description
Contact Center Technology Solutions (CCTS) team is responsible for development and maintenance of the Contact Center platform solutions. The resource identified will be responsible in delivering best in-class Genesys customer experience solution through the implementation of Genesys Framework. The ideal candidate must have proven experience in the contact center technologies and hands on implementation experience in Genesys and other Call routing platforms.
Responsibilities
- Development and maintenance of the Contact Center Technology solutions specializing in Genesys
- Implementation and execution of Contact Center strategy for voice, chat and email channels
- Build and support new environments to enhance Contact Center Platform with various Contact Center technology components
- Collaborate and lead the requirement analysis, technical design efforts for new projects or enhancements
- Owns the shared responsibility of platform availability and security
- Work with global staff to ensure that the platforms security is not compromised through continuous remediation of open vulnerabilities
- Maintain open communication with internal staff and vendors such as Genesys Tech Support
- Ability to work on multiple projects and tasks to meet the required delivery timeline, working in collaboration with various business partners, project managers, technology vendors and customers
- Comfortable in an environment of rapid change and ambiguity with the ability to make decisions while understanding the risk
- Able to work in a complex environment, Global/International experience and the ability to work across cultures and time zones
Qualifications
• 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)
• Emphasis in Computer Science or Information Technology with at least 2 years of progressively responsible positions in Contact Center solution technologies
Preferred Qualifications
• 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
• Development experience using Genesys Suite of technologies with specialization in Genesys Framework is a must. (Genesys CTI, Genesys SIP, Genesys Composer, ORS (Orchestration Server), Genesys Eservices, Genesys Outbound)
• Hands on experience with Genesys Outbound Framework, Outbound Contact Server, Outbound building campaigns and calling lists and installing and configuration of various Genesys Framework components
• Design and Develop Routing Applications for Voice and Multi-Channel using Composer / IRD, with knowledge of SCXML and VXML will be of added advantage
• Experience with hands on development in Java/J2EE technologies
• Exposure in User Interface/User Experience development (UI/UX)
• Proven experience in development of RESTful and SOAP based APIs
• Good Understanding of call routing from carrier network to local network via SIP trunks and SIP Trunking
• Database knowledge pertaining to SQL and Cassandra will be considered a plus
• Having a strong knowledge in SSDLC, Operations with attention to detail around SLA metrics, accountability and operational excellence
• A team player who places great emphasis on collective achievement within his/her team and who possesses strong interpersonal skills and a demonstrated ability to handle multiple priorities and sustaining a high level of performance when under pressure
• Good interpersonal and collaboration skills are considered essential to the position.
• The individual will be called upon to work with broad spectrum of individuals in varied settings across the organizations
• Ability to interface and cultivate excellent working relationships both within Technology, Business and vendors
Additional Information
Work Hours: Varies upon the needs of the department.
Travel Requirements: This position requires travel 5-10% of the time.
Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.
Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.