Genesys Engineer

An exciting opportunity has arisen for a skilled and enthusiastic Software Engineer to join Admiral’s Engineering Team. This individual will be part of Customer Engagement Tribe, who are key in shaping the future of Admiral’s customer contact capabilities.

You will play a proactive role in improving our customer journeys and agent experiences and delivering significant business value through our new omni channel contact centre as a service. Also playing a part in maturing Admiral’s Engineering capability you will have an appreciation of Cloud/ DevOps practices and tooling. You will have a strong track record in implementation and support of a contact centre/s.

Accountabilities

• Participate in the implementation and management of the overall Genesys Cloud platform. Responsible for configuring all modules within the Genesys Org e.g. Architect, Admin etc
• Respond to incidents (including during non-business hours) as member of a rotating support team. Troubleshoot and resolve technical issues related to the Genesys Cloud solution
• Monitor and maintain the performance of the Genesys Cloud environment, ensuring it is running efficiently and effectively
• Continuously update knowledge of Genesys Cloud features, functionality, and best practices

Key interactions

• Role reports to Senior Software Engineer (CCaaS Chapter)
• Provides guidance and training to business colleagues on best practice using and managing their Genesys Cloud solutions
• Work with product leads and delivery within the CE Tribe to refine requirements within an Agile delivery framework

Knowledge and Experience required:

• Proven contact centre design, implementation, and support experience for at least 3 years
• Experience with contact platforms and technologies: The Engineer will have experience implementing Genesys Cloud working with the Genesys platform, including experience with Genesys Cloud, PureEngage, PureConnect, and PureCloud
• Strong problem-solving skills: The Engineer should be able to troubleshoot and resolve technical issues related to Genesys solutions
• Strong communication skills: The Engineer should be able to effectively communicate with colleagues and other team members to understand their needs and provide appropriate solutions. Collaboration with Admiral IT Stakeholders (such as Platform Engineering, Security, Change Management, and Architecture)
• Bachelor's degree in Computer Science, Computer Engineering, or a related field is preferred
• Experience with Google Dialogflow (or equivalent)
• Strong understanding of contact center operations, customer service and business process management is an advantage

Professional Training

• Certifications in Genesys platforms such as Genesys Cloud Certified. Professional in not already attained, it will be expected within the 1^st 6 months of joining

Salary, Benefits, and Work-Life Balance

We do not have a set salary for this position, as it will be dependent on the successful candidate’s experience. We are happy to see CVs from all candidates who meet the requirements and will be happy to discuss the remuneration package.

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to work for in the UK. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible.

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

For Hybrid workers (within a 50-mile radius of our Cardiff HQ) there is an expectation to work from the office twice a month.  For remote workers (outside of a 50-mile radius of our Cardiff HQ) there is an expectation to attend the office a handful of times a year when required (i.e big meetings, workshops etc).

You can also view some of our other key benefits here.

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