Senior Software Engineer

An exciting opportunity has arisen for a skilled and enthusiastic Genesys Engineer to join Admiral’s Customer Engagement Tribe, who are responsible for Admiral’s customer contact centre evolution and key in shaping the future of Admiral’s customer contact capabilities.

The successful candidate will play a proactive role in improving our customer and agent experiences and delivering significant business value through our new omni channel contact centre as a service.

We are looking for someone who has a strong track record in the design, implementation, and support of a contact centre/s. You will be an advocate for best practice and simplification. A trusted advisor to the business

Accountabilities

• Translating requirements and business operations process into the best customer journeys and agent experiences. Share best practice from previous implementations to guide on Messaging, Routing, VR, QM, WEM and Reporting
• Contribute to the implementation and management of the overall Genesys solution using your experience and best practice ensuring repeatability Note the solution may include app foundry partners
• Review and optimise the customer journeys and agent experience
• 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.
• Participate in the design of disaster recovery and business continuity plans.
• Continuously update knowledge of Genesys Cloud features, functionality, and best practices.
• Participate in the on-call support for incident escalations involving the Genesys Cloud environment.

Key interactions

• Support Delivery Lead in managing delivery of the new CCaaS
• Collaborate with other teams such as networking and security teams to ensure that the Genesys Cloud solution is integrated and secure.
• Provide guidance and training to colleagues on how to use and manage their Genesys Cloud solutions.
• Work with product leads and business to refine requirements
• Working with Solution Architect and to deliver technology aligned to the strategic roadmap and evolve Admiral’s Engineering capability

Knowledge and Experience required

• Proven contact centre design, implementation, and support experience.
• Experience with Genesys platforms and technologies
• Must be able to talk through pros and cons of using certain configuration patterns e.g., targeting skills
• Strong technical skills: The Engineer should have a strong understanding of telephony and networking concepts, including SIP, RTP, webRTC and TCP/IP. Additionally, they should be familiar with operating systems (such as Windows, Linux, Containers …) and database technologies (such MySQL, Oracle …)
• Experience with API Design (Swagger) and APIM
• Knowledge of a programming language and JSON desirable.
• Strong problem-solving skills: be able to troubleshoot and resolve technical issues related to Genesys solutions.
• Strong communication skills: be able to effectively communicate with colleagues and other team members to understand their needs and provide appropriate solutions.
• Bachelor's degree in Computer Science, Computer Engineering, or a related field is preferred.
• Experience with Google Dialogflow.
• 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.

Location

This role is fully remote within the UK. There will be a requirement to meet with colleagues once every quarter in our Cardiff office for team collaboration. 

Interview Process

There will be a two-stage interview process taking place throughout February.

Our Commitment to You

At Admiral, we are committed to being a diverse and inclusive workplace. Admiral is proud to be an equal opportunities employer and does not discriminate on the basis of race, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), national origin, gender, gender identity, sexual orientation, disability, age, or any other legally protected status.

All qualified applicants will receive equal consideration for employment.

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.

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

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