Senior Software Engineering Lead - Genesys on Prem

Roles and Responsibilities

• SME Level Expertise , Product level knowledge on Genesys OnPrem// Amazon Connect
• Innovation mindset
• Provide support for P1 and P2 issues
• Communication and Outage Management
• Work with Optum SMEs and Developers to identify and fix the issues identified in P1 and P2 tickets
• Work with L2 resources to get the RCA for P1 and P2 issues
• Update KT for any new Issues and set up process to proactive alert and fix for issues
• Mentor L1 and L2 team for any issues that they need help and guidance
• Identify any potential issues in platform and propose the fix/solution with team.
• Monitor the Changes scheduled and look for any potential impact which could be caused.
• Monitor the new Hotfix and Release of Genesys products and recommend the upgrade
• Automation Tools

Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Qualification Required :

• Genesys Level 3 Production support
• Good Understanding and Troubleshooting Skills set On following Genesys on Prem AreasSIP Server experience
• Orchestration server experience
• Rules Engine and GRAT experience

• Functionality and Troubleshooting Areas

1. SIP Cluster, SIP
2. ORS, URS, Composer, SCXML
3. WWE, WDE- CHAT, GMS- GRE, GRAT- Knowledge on Splunk for Alerting & Monitoring.

• Amazon Connect AWS , Lambda , Mongodb, Chime, Cloudwatch, Event Bridge, Splunk, Grafana, Desktop
• AWS Connect expert Should have below
• Experience with Telephony and VOIP (Voice Over IP) & Contact Center Technologies
• Experience of CCaaS enterprise experience building Amazon Connect contact flows integrated with Python, Lambda and JSON & applications using AWS services (Cloud Watch, Kinesis, S3, Lex, Poly)
• Hands-on development experience with cognitive service such as Amazon connect, Amazon Lex, Lambda, Kinesis, Athena, Pinpoint, Comprehend, Transcribe