The Genesys Cloud Solutions Engineer will assist in supporting the product suite and applications. This position will also assist in supporting third party hardware and software as needed within the total solution delivered to the customer. This position will work closely with other team members in a team environment troubleshooting and resolving product issues. This position may be dedicated to customers depending on customer needs and requests.
Genesys Cloud Solutions Engineer Profile
A Genesys Cloud Solutions Engineer must have hands-on cloud knowledge to help provide guidance to the teams and also align on the patterns, practices, standards and play/run books published by cloud central teams. Drive the definition of cloud quality strategy, Quality Standards for cloud at enterprise level and define metrics to measure the efficiency and Testing for cloud based applications, including developing and identifying tools that will improve and optimize the quality, develop test frameworks, develop testing infrastructure, lead and coach Quality team on building cloud testing strategies and improve test effectiveness. The Genesys Cloud Solutions Engineer needs to be able to switch gears between hands-on & hands-off approach as needed without getting lost into the details to help drive the transformation. The Genesys Cloud Solutions Engineer is expected to exercise independent judgment and decision making on complex issues regarding job duties and related tasks, and works under minimal supervision. The activities are geared towards improving product quality, application resiliency and security with a focus on process improvements, continuous integration, continuous delivery, and continuous deployment. These efforts will require you to interact at every levels and in different parts of the organization. The ideal person for this role is someone who wants (and enjoys) wearing multiple hats to increase customer impact through speedy delivery of secure, responsive, product quality.
Job Duties and Responsibilities
Provide engineering and development services for the installation, updating/upgrading, patching, configuration, testing, and troubleshooting of Genesys platform solutions in conformance to established standards
Develop technical documentation:
Design, development, and/or solution configuration documents and worksheets
Process and/or procedure documentation
Provide solution quality assurance through testing and peer reviews
Support customer acceptance testing activities
Troubleshoot and timely resolve technical issues and perform root-cause analysis
Serve as a point of escalation for any technical, engineering, and/or development issues that arise during projects and manage any/all related support incidents and/or escalations
Provide training and knowledge transfer:
Answer technical questions and provide explanation of technical concepts and issues
Provide technical system administration and other technical training to customers.
Assist Project Managers with the management of the project engineering budget and provide level of effort and timeline estimates for the completion of engineering tasks and activities and/or any project changes orders related to additional engineering and/or development services
Develop, write, update, and/or maintain engineering work products and documentation for both customer and internal use
Proactively identify and contribute to the establishment and improvement of implementation and engineering standards, processes, procedures, best practices
Continually enhance technical and professional skills and maintain current Genesys product certifications
Bachelor's Degree in Computer Science, Engineering or equivalent experience 10 years of progressive information technology experience directly related to architecture/engineering, information security, or other specialized technology field
Mandatory experience in Genesys
Good understanding and knowledge on application quality and test tools and techniques
Hands on experience in driving multi-cloud quality strategy
Possess broad awareness of testing approaches, practices and techniques in order to help design and deliver the overall testing methodology used by enterprise
Collaborate with key teams including DevOps and DevSecOps to drive CI/CD
Leverage effective communication to articulate Quality bottlenecks to leadership and partners
Positive attitude and a strong commitment to delivering quality work
Provide technical know-how, documentation and train IT teams and other business functions
(use el botón)/ Resumes in Spanish will not be considered.
Salary $1,300-$2000 according to experience