Senior Genesys Telephony Engineer

American Family Insurance Agency Staff; Boston (MA); Hybrid; USD 99,000 - 167,000; Full time

Benefits offered by this job

Health benefits

401(k)

Paid holidays

Job summary

American Family Insurance is seeking a skilled professional to design, implement and optimize Genesys Cloud CX-based contact center solutions. The role involves configuring routing, IVR, and integrations while collaborating with business units to translate requirements into scalable, reliable systems.

You will document designs, participate in testing, and ensure solutions meet security, performance and quality standards. A hybrid work model is available with preferred Madison, WI HQ alignment.

Qualifications

• Demonstrated experience delivering customer-driven solutions or services.
• Experience with the Genesys Cloud CX Platform including contact center administration and routing.
• Experience designing, implementing and enhancing Genesys Cloud solutions in a complex enterprise.

Responsibilities

• Analyze high-level system specifications and translate into detailed technical designs.
• Design, develop, configure and support Genesys Cloud CX solutions including routing, IVR and integrations.
• Collaborate with stakeholders to translate business needs into scalable Genesys-based solutions.
• Provide documentation for design decisions, configurations and performance metrics.

Skills

Genesys Cloud CX Platform

Contact center administration

Routing strategies

IVR configurations

APIs

Tools

APIs and integrations

Job description

Position Compensation Range:

$99,000.00 - $167,000.00

Pay Rate Type:

Salary

Compensation may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates.

Primary Accountabilities

• Analyzes high-level system specifications, system requirements, business requirements, and/or use cases.
• Converts information into detailed technical specifications, system designs, and implementation plans.
• Understands and identifies system dependencies, integrations, and impacts across applications and platforms.
• Designs, develops, configures, and supports solutions within the Genesys Cloud CX Platform, including routing strategies, call flows, IVR configurations, workforce engagement capabilities, integrations, APIs, and contact center functionality.
• Collaborates with business stakeholders, architects, and technical teams to gather requirements and translate contact center business needs into scalable Genesys-based solutions.
• Provides appropriate documentation for design decisions, configuration changes, estimating assumptions, code modules, integrations, and performance metrics in accordance with organizational standards.
• Defines, conducts, and participates in testing activities, including unit testing, system integration testing, user acceptance testing, and validation of Genesys platform configurations and enhancements.
• Prepares, leads, and participates in technical design reviews, development walkthroughs, and solution demonstrations.
• Collaborates with others regarding system workflows, customer interaction processes, data usage, and manual or automated processes to validate requirements and solution effectiveness.
• Ensures software development and platform configurations meet standards for design, performance, reliability, security, and quality.
• Identifies opportunities for continuous improvement related to contact center technologies, Genesys platform functionality, integrations, reporting, and customer experience.
• Supports integrations between Genesys Cloud and enterprise applications, databases, CRM platforms, workforce management tools, and third-party communication technologies utilizing APIs, web services, and middleware technologies.
• Assists with troubleshooting, root cause analysis, and resolution of Genesys platform incidents, service disruptions, and system performance issues.

Specialized Knowledge & Skills Requirements

• Demonstrated experience providing customer-driven solutions, support, or service.
• Demonstrated experience working with the Genesys Cloud CX Platform, including contact center administration, routing strategies, inbound and outbound voice solutions, IVR development, digital channels, reporting, and platform configuration.
• Experience designing, implementing, supporting, and enhancing Genesys Cloud solutions in a complex enterprise environment.
• Knowledge of Genesys Cloud integrations utilizing APIs, web services, middleware, authentication methods, and third-party applications.
• Basic knowledge and understanding of application architecture, design alternatives, and development standards.
• Demonstrated experience communicating technical information to both technical and non-technical audiences.
• Demonstrated experience developing complex software systems using one or more programming languages.
• Demonstrated experience establishing, supporting, and troubleshooting integrations and communication technologies between applications, databases, cloud platforms, and contact center systems.
• Demonstrated experience analyzing and estimating project size, complexity, and work efforts for software and contact center technology solutions.
• Demonstrated experience documenting and modeling application, system, and integration designs.
• Solid knowledge and understanding of the Software Development Life Cycle (SDLC).
• Solid knowledge and understanding of system integration, migration strategies, and cloud-based technology platforms.
• Experience supporting customer experience (CX), contact center operations, omnichannel communications, workforce engagement, and cloud contact center technologies is strongly preferred.
• Ability to troubleshoot and resolve complex technical issues related to Genesys Cloud configurations, integrations, routing, voice services, and application connectivity.

In this flex office/home role, you will be expected to work a minimum of 10 days per month from one of the following office locations: Madison, WI 53783.

Candidates must reside within a 50-mile radius of the of the Madison, Wi HQ location.

Internal Candidates are encouraged to apply and should review the internal mobility guidelines for the Hybrid Policy reference guide for more information on potential relocation.

Licenses

• Not Applicable.

Travel Requirements

• Up to 10%.

Physical Requirements

• Work that primarily involves sitting and/or standing.

Working Conditions

• Not Applicable.

Additional Information

• To ensure a strong start, all employees participate in our New Employee Orientation during their first week. This experience is held in person at our Madison, WI Headquarters or one of our AmFam core locations to help you connect with our mission, meet key team members and build relationships that support your growth. At times, sessions may be delivered virtually based on scheduling and availability.
• Offer to selected candidate will be made contingent on the results of applicable background checks
• Offer to selected candidate is contingent on signing a non-disclosure agreement for proprietary information, trade secrets, and inventions
• Sponsorship will not be considered for this position unless specified in the posting

• Selected Candidate will be required to attain three (3) Genesys Certifications within six (6) months of hire.
• Prior Genesys Cloud CX Platform experience is strongly preferred.
• Experience with Genesys Cloud Architect, Administration, Routing, Workforce Engagement Management (WEM), Reporting & Analytics, and API integrations is highly desirable.

• comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health.
• competitive 401(k) contribution.
• a pension plan.
• an annual incentive.
• 9 paid holidays.
• a paid time off program (23 days accrued annually for full-time employees).
• our student loan repayment program.
• paid-family leave are available to support our employees and their families.
• Interns and contingent workers are not eligible for American Family Insurance Group benefits.

We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

American Family Insurance is committed to the full inclusion of all qualified individuals. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please email [e-mail] to request a reasonable accommodation.