Genesys PureCloud (Genesys Cloud) Engineer

Headquartered in Atlanta, GreenSky is among the top 3 most valuable U.S. financial technology companies established since 2000, and our $1.0 billion Initial Public Offering marked the largest U.S. Technology IPO of 2018. Our mission is simple. We power commerce. Our highly scalable, proprietary technology platform enables over 12,000 merchants to offer frictionless promotional payment options to consumers at the point-of-sale, driving increased sales volume and accelerated cash flow. Our bank partners leverage GreenSky’s technology to provide loans to super-prime and prime consumers nationwide. Since our inception, over 1.7 million consumers have financed over $12 billion of commerce using our paperless, real time “apply and buy” technology. For more information, please visit

Looking for great talent to help us continue our rapid growth!

Position: Genesys PureCloud (Genesys Cloud) Engineer

Location: Atlanta, GA

Overview:

GreenSky seeks to recruit a Genesys PureCloud (Genesys Cloud) Engineer to assist in the design and delivery of new features, functionality of the GreenSky IVR and ACD platforms.

General

Strong verbal/written communication & facilitation skills. Must be able to help business counterparts in finding optimal solutions and to communicate clearly with peers

Ability to take a requirement document, work through any ambiguity and follow through to implementation

Strong analytical and problem-solving abilities

Ability to understand complex architectures and be comfortable working with multiple teams

Strong work ethic and a team player

Enthusiasm toward technology, willingness to learn

Duties & Responsibilities:

Responsible for design, staging, configuration, implementation and support of IVR/ACD scripts

Serves as resident expert for PureCloud (Genesys Cloud) capabilities and changes by evaluating/validating work requests, documenting requirements and laying out design artefacts for implementation

Provides day-to-day support, proactive maintenance and performs independent complex IVR system troubleshooting and perform root-cause analysis

Perform unit and quality assurance testing

Support customer acceptance testing activities and troubleshoot/correct any issues

Assist the Telecom and other infrastructure teams in planning, design, tasks and projects as needed

Required Skills & Qualifications:

Have a comprehensive telephony background and thorough understanding of SIP, VoIP, & QoS

Experience in chatbots (Lex, Dialog Flow and Nuance)

5+ years of practical, hands-on experience maintaining large (250 agents plus), multi-site, complex contact center environments

Experience administrating and supporting PureCloud (Genesys Cloud)

Proven track record of developing and delivering architect flows, Scripts and IVR/ACD Attendant scripts

Experience with contact center technologies (e.g., ACD, dialer, call recordings, WFM etc.)

Understanding of supporting technologies such as remote and virtual desktop management, VoIP, storage, backup, web, middleware, database, Active Directory, and other technologies needed to operate customer contact centers

Good knowledge of customer service methodologies and best practices for a service organization focusing on contact centers and contact center key metrics

1-10 years' experience supporting and enhancing enterprise-wide telephony and contact center solutions

Understanding of business processes and how they relate to customer experience technology

Strong architecture & systems planning skills

Well versed with omni-channel technologies

Extensive knowledge of infrastructure planning and operations, design and deployment, as well as system life cycle management

PREFERRED EXPERIENCE:

Genesys Cloud certified

Expertise in PureCloud API’s

Expertise in Chatbot

Expertise in Architect flows

SIP and H323 troubleshooting experience

Development skills/certifications

Java/JavaScript

HTML

REST WEB Services

PureCloud API’s

Microsoft SQL Server

Web-services, 3rd party APIs

EDUCATION:

Bachelor’s degree in information sciences, engineering, or equivalent years of industry experience

PROFESSIONAL CAPABILITIES:

Driving Results

Works to achieve goals while overcoming obstacles and/or planning for contingencies

Acts with passion, confidence and conviction in achieving goals and reaching targets

Creates a level of expectation around quality that sets the standard for the team they operate in. Checks the work of self and others against those quality standards

Collaborating and Influencing

Negotiates with a genuine give-and-take approach, acting as a true partner and sharing in decisions and outcomes

Identifies opportunities to build relationships that will help others achieve their objectives and reaches out to those people to connect the dots and create new opportunities for shared success

GreenSky is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal, state, or local law.