Genesys Engineer
BMO · Toronto, Canada · 17d ago
Application Deadline:
Address:
250 Yonge StreetJob Family Group:
Drives the overall software development lifecycle including working across functional teams to transform requirements into features and conducting software testing and maintenance. Specific project areas of focus includes translating user requirements into technical specifications, writing code and managing the preparation of design specifications. Supports system design, provides advice on security requirements and debugs business systems and service applications. Applies deep knowledge of algorithms, data structures and programming languages to develop high quality technology applications and services - including tools, standards, and relevant software platforms based on business requirements.
Qualifications:
- 3+ years of hands-on experience with Genesys Cloud CX development and configuration.
- Ability to participate in an on-call duty and provide after-hours support as required to ensure timely resolution of critical issues and business continuity
- Strong experience with Genesys Cloud Architect for IVR, inbound/outbound call flows, menus, routing, prompts, schedules, and data actions.
- Strong knowledge of Genesys Cloud Voice, including:
- ACD and call routing
- Queues and skills
- DID and telephony configuration
- SIP / BYOC concepts
- Call recording
- Callbacks, transfers, and voicemail
- Hands-on experience with Genesys Cloud Digital channels, including:
- Web Messaging
- SMS
- Digital routing
- Experience with Genesys Cloud bot/chatbot development, including conversational flows, intents, self-service, fallback handling, and bot-to-agent escalation.
- Hands-on experience with Genesys Cloud Workforce Management (WFM), including forecasting, scheduling, planning groups, work plans, adherence, intraday management and time off balance module.
- Experience with Genesys Cloud Knowledge Management (KM), including knowledge bases, articles, categories, and agent/customer knowledge experiences.
- Strong experience with Genesys Cloud integrations using:
- Genesys Cloud APIs
- REST APIs
- SDKs
- Architect Data Actions
- Webhooks
- OAuth 2.0
- JSON
- Experience integrating Genesys Cloud with CRM and enterprise applications.
- Strong understanding of Genesys Cloud users, roles, permissions, divisions, queues, skills, routing rules, scripts, wrap-up codes, schedules, business hours, special days, emergency messages, and configuration management.
- Experience with Genesys Cloud deployment and release management across development, QA/UAT, and production environments.
- Experience providing production and operational support for Genesys Cloud.
- Strong troubleshooting skills across voice, digital, Architect, chatbot, WFM, KM, APIs, integrations, and agent applications.
- Experience with unit testing, integration testing, UAT, regression testing, and production validation.
- Ability to perform root-cause analysis and resolve complex Genesys Cloud production issues.
Integration & Development Skills
- Strong knowledge of RESTful APIs and API-based integrations.
- Experience with Python.
- Understanding of API authentication, OAuth, JSON, HTTP methods, error handling, and data mapping.
- Experience building integrations between Genesys Cloud and third-party/enterprise applications.
- Knowledge of event-driven integrations and webhooks is preferred.
Deployment Skills
- Experience with Genesys Cloud configuration migration and deployment processes.
- Ability to prepare deployment plans, implementation procedures, validation checklists, and rollback plans.
- Understanding of change management and production release processes.
Production Support Skills
- Experience providing application and platform support in a production contact center environment.
- Strong incident, problem, and change management experience.
- Ability to troubleshoot and resolve high-priority contact center issues within defined SLAs.
- Experience analyzing interaction data, logs, API responses, Architect flows, configuration, and system behavior.
- Ability to coordinate with Genesys/vendor support for complex issues.
- Experience creating technical documentation, runbooks, knowledge articles, and troubleshooting guides.
Preferred / Nice-to-Have Skills
- Genesys Cloud certification such as Genesys Cloud Developer or Architect.
- Experience with BYOC Cloud, SIP, SBC, and enterprise telephony.
- Knowledge of Genesys Cloud Analytics, Quality Management.
- Experience with enterprise-scale contact center transformation or migration projects.
Salary:
Pay Type:
SalariedThe above represents AIR MILES’ pay range and type.
Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents AIR MILES’ expected target for the first year in this position.
AIR MILES’ total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. AIR MILES also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards
About Us
The AIR MILES Reward Program is one of Canada’s most recognized loyalty programs, with over 10 million active collector accounts, representing more than half of all Canadian households. AIR MILES collectors earn Reward Miles at more than 300 leading Canadian, global and online brands and at thousands of retail and service locations across the country. AIR MILES is a wholly-owned subsidiary of the Bank of Montreal (BMO). BMO is Canada’s oldest bank and the 8th largest in North America with more than 12 million customers globally.
As a member of the AIR MILES team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.
To find out more visit us at https://bmo.wd3.myworkdayjobs.com/en-US/External-AIR-MILES.
AIR MILES is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.
Note to Recruiters: AIR MILES does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to AIR MILES, directly or indirectly, will be considered AIR MILES property. AIR MILES will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.