RaagviTech- Genesys Cloud

The purpose of the Senior Systems Engineer, Genesys Cloud, is to practise and apply software development and engineering discipline merged with systems administrator discipline and concepts with technology solutions related to Servicing Systems Engineering (SSE) domain of products, systems and services with a focus on contact centre tools and technology built on and around Genesys Cloud platform. This role will Play a proactive role in improving our customer journeys and agent experience and delivering significant business value through Omni Channel/ CCaaS.

This role will primarily provide hands-on involvement and understanding of the ins & out of Corporate Telephony Solutions/Contact Center; help with designing (e.g. tech design document, tech requirements, roadmaps) for business driven enhancements & requirements; and support the Operations Engineering team on various small to medium project as a Business Systems Analyst (BSA).

TECHNICAL EXPERIENCE

• Good understanding of working with REST APIs, SOAP APIs

• Good understanding of SLA, SLO and SLI to assist teams and business on technical requirements

• Software development experience in one or more general purpose programming languages

• Experience with digital technologies including online, mobile, and equivalent digital platforms

• Ability to cultivate strong working relationships with a large extended project team and influence those around you

• Familiar with cloud computing services, tools and processes, particularly GCP

• Experience in managing product development, backlog planning and prioritization

CALL CENTRE SYSTEMS RELATED

• Minimum 3-5 years experience in gathering operational usage insights for contact centre technologies to promote operational efficiencies

• Minimum 3-5 years experience in designing solutions for contact centre technologies (telephony, agent desktop, IVR etc)

• Expert knowledge of Genesys Cloud CX and Engage Cloud solutions

Additional kudos if you

• Salesforce experience and certifications

• Working knowledge of application programming, database and system design

• At least 3+ years of information technology and BSA experience in the financial/customer service systems/solutions development area (especially in mortgages, lending and investments)

• Knowledge of SDLC, agile delivery, development, coding, testing (QA) methodologies

• Knowledge of writing/understanding/interpreting API documentation

• Certification on agile methodologies (i.e., CSPO, CSM etc.)

• Certification on business analysis/project management (i.e., CBAP, PMP etc.)

• 6-8 years working as a business systems analyst or business analyst or technical analyst role within the financial services industry

• 5+ years in large scale technology implementations across an organization

• Strong knowledge of Genesys Cloud call center solutions or related products

• Lead product development in investments, banking and lending industry

• Lead and maintain product portfolio of customer contact centres throughout Questrade Financial Group entities.

• Consult multiple business and operations stakeholders to elicit, define, analyze and document requirements for products and services supported by the OE team.

• Prepare detailed requirements for internal and external stakeholders on feature upgrades, defect resolution or other relevant queries to enhance the current system functionalities

• Responsible to prepare and support various artifacts necessary to comply with IT Governance, Risk Management, Compliance, Legal etc. requirements for projects and products with regulatory oversight

• Work closely with Technical Product Managers, Business Product Managers, Agile Product Owners, Business Unit leads and stakeholders on product vision, assess business impact and propose technology solutions that is best suitable

• Support the technical product roadmap for the core systems, technical decisions on vendor solutions or enhancements with data and evidence for ongoing business

• Prioritize features across other projects and priorities at QTG with a focus on IT vision and aligned with annual QFG objectives

• Lead, facilitate and coordinate technical discussions, elicitation meetings, requirement gathering discussions with stakeholders, product, vendors to achieve complete requirements from start to end of projects or product increments

• Understand and assess business and technology impact on core or supporting systems when other projects trigger changes in the organization

• Continuously collaborate with domain experts, business and technology stakeholders, product owners, sponsors, both internal and external customers (end-users) as required for various products through all stages of product development and release

• Identify process and solution improvements or system functionality gaps on the core systems and work with peers to identify and deploy appropriate solutions

• Ensure proposed solutions reflects the 4Es; easy to buy, easy to sell, easy to understand, and easy to get service

• Think like the customers and business owners to understand and summarise business problems, and synthesise the requirements into complete user stories for backlog

• Prepare periodic status updates, reports or dashboards to inform leadership, management, and stakeholders on the progress of projects or upcoming releases

• Visualise the bigger picture, assess the impact/risk of having or not having a solution to the problem and related systems/products that may be impacted by the solution

• Collaborate frequently with technology groups like QTG Leads and Directors, RTE, user experience (UX), development, solution architect, information security, digital marketing, QA and application support teams to solve various business and customer problems

• Create and maintain knowledge and thinking relationship for new and existing:

• Products, processes, systems/solutions and services

• Relationships and services with vendors and their products

• Business models and flows of data in the business

• Experienced to create and maintain a variety of artefacts including:

• User stories, epics and product backlog items

• Business case, proposal, requirements (BRD, SRD), use cases

• Conceptual data models, workflow diagrams, solution intents

• Presentations for senior management, executives or business stakeholders

• Mock-ups, prototypes, test scenarios, traceability matrix to validate requirements

• Product road-map, stakeholder matrix, program increment objectives

• Create and maintain OE artefact templates and continuously adjust them based on project needs; may be required to conduct peer reviews of user stories or requirements

• Stay focused through distractions, stakeholder demands, stress, deadlines, multiple projects and shifting priorities by ensuring you are aligned with vision and mission of QFG

• Comfortably shift between agile or traditional software delivery methodologies to develop new/existing products, their upgrades, improve processes and other initiatives as needed

• Play the role of Product Owner or Scrum Master or Agile Coach when situations call for it to support OE agile teams

• University degree in Computer Science or Information Technology or equivalent combination of post-secondary education and practical experience in a relevant field will be considered

• Proficient in workflow design and documentation skills - decision diamonds, decision trees, decision tables, state machines.

• Have excellent interpersonal, verbal and written skills and the ability to interact with multiple levels of stakeholders

• Excellent time-management and organizational abilities that facilitate structured teamwork

• Ability to follow directions from leadership, work under minimal supervision with some ambiguity and present various technical solutions for teams to consider

• Ability to adapt and change based on new business requirements and environment

• Strong critical thinking, problem solving and analytical skills

• Ability to articulate technical solutions to non-technical audiences and vice versa