Genesys Engage Engineer Job at ClearBridge Technology Group (Houston)

Genesys Engineer

We are looking for a dynamic and proactive Genesys Engineer who can think creati...

Location

United Kingdom , Cardiff

Salary:

Not provided

Admiral Group Plc

Expiration Date

Until further notice

Requirements

Proven track record with Genesys Cloud architect flow design and build across Voice, Email, and Messaging channels
Proficiency in developing APIs for seamless integration of third‑party tools and services
Experience with REST APIs and web services
Knowledge of IP Telephony, including Genesys Cloud Edge Devices and SIP Trunking
Ability to diagnose and resolve complex technical issues, including analysing SIP traces
Basic understanding of Terraform and Genesys CX as Code
Experience with omnichannel contact centre solutions
Knowledge of AI and automation capabilities within Genesys Cloud
Experience integrating Genesys with a range of third‑party systems
Understanding of cloud infrastructure and security best practices

Job Responsibility

Produce functional design documentation based on gathered business requirements
Lead the deployment of Genesys Cloud solutions, including setup, configuration, and customisation to meet business functional requirements
Provide technical support during and after implementation, troubleshooting issues and ensuring optimal performance
Assist support teams with incident ownership through to resolution, including participation in an out‑of‑hours on‑call rota
Conduct training sessions for end‑users and create clear documentation for system configurations and processes
Provide technical guidance and support to other team members
Encourage and lead technical demos, ensuring effective knowledge transfer throughout delivery
Actively participate in engineering maturity efforts and promote best practices across teams
Contribute to peer reviews and produce supporting documentation where required
Apply and advocate DevSecOps practices

What we offer

up to £3,600 of free shares each year after one year of service
33 days holiday (including bank holidays) when joining, increasing up to a maximum of 38 days
option to buy or sell up to an additional five days of annual leave
24-Hour Ecare
Cycle to Work Scheme
Annual Holiday Allowance
Flexible Working
Simply Health
Private Health Cover
Critical Illness Cover

Fulltime

Ts Cross Technology Systems Integration Specialist

The Collaboration Technical Services (TS) Systems Integration Specialist is a se...

Location

India , Bangalore

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Seasoned understanding and appreciation of technical design and business principles
Seasoned project fundamental and administration ability
Seasoned project skills which are demonstrated in the execution of installations and other assignments
Excellent customer engagement skills
Demonstrate relevant domain specialist knowledge
Excellent verbal communication skills
Client focused and displays a proactive approach to solving problems
Ability to work under pressure
Ability to coach, mentor and provide guidance to team members
Bachelor's degree or equivalent in Information Technology or Computing or a related field

Job Responsibility

Interacts with clients on site and remote to meet complex requirements of a solution
Escalates unresolved problems and issues to the relevant third parties
Responds to escalated client requests
Escalates complex problems to the relevant third parties
Writes reports and proposals and completes and maintains project documentation
Assists with the documentation of standard operating procedures relating to installations and fixes
Acts as coach and mentor to more junior Implementation Engineers and Technicians
Assumes responsibility for the coordination of the activities of the junior Engineers, in line with performance targets
Included in higher complexity design work, with input to the design expected
Expected to take ownership of relevant technologies according to domain or specialization

Fulltime

Business Command Center Major and Cyber Incident Region Lead (SVP)

The Business Command Center (BCC) is a critical function supporting Citi's Servi...

Location

Ireland , Dublin

Salary:

119760.00 - 179640.00 EUR / Year

Citi

Expiration Date

Until further notice

Requirements

Proven Leadership Experience: Extensive experience in the financial services industry, with a focus on cash management, transactional banking, and trade operations
Stakeholder Management and Senior Leadership: Demonstrated expertise in managing executive-level communications and fostering alignment among diverse stakeholder groups and senior leadership
Global Collaboration Experience: Demonstrated experience working with global, multi-region initiatives, projects, and teams, including large matrix organizations
Influence and Collaboration: Ability to influence partners and drive cross-functional work to achieve optimal solutions to complex problems
Detail-Oriented and Results-Driven: Exceptional attention to detail, comprehensiveness of content, and ability to manage multiple assignments to completion under tight deadlines
Incident/Crisis Management Expertise: Deep understanding of incident and crisis management principles, including ownership, classification, initial support, escalation/notification, business impact analysis, and resolution tracking
Rapid Remediation & Escalation: Drive rapid engagement of key remediation resources and subject matter experts across functional groups to proactively avoid or minimize client-visible service disruptions. Ensure timely and effective escalation to key decision-makers and senior management
Severity Assessment & Communication: Establish and enforce consistent severity assessment across all regions and lines of business throughout the incident lifecycle, leveraging client impact and franchise risk criteria. Oversee the timely publication of content-rich incident status updates tailored for client-facing Service teams and regulatory-facing Product Management teams
Strategic Incident Preparedness: Coordinate proactive virtual war rooms for significant planned releases or anticipated market events to ensure preparedness and swift response
Enhanced Escalation Frameworks: Develop, implement, and manage enhanced client escalation models for key platinum clients, as well as robust internal escalation models for critical internal flows, such as Genesis Liquidity reporting

Job Responsibility

Proven Leadership Experience: Extensive experience in the financial services industry, with a focus on cash management, transactional banking, and trade operations
Stakeholder Management and Senior Leadership: Demonstrated expertise in managing executive-level communications and fostering alignment among diverse stakeholder groups and senior leadership
Global Collaboration Experience: Demonstrated experience working with global, multi-region initiatives, projects, and teams, including large matrix organizations
Influence and Collaboration: Ability to influence partners and drive cross-functional work to achieve optimal solutions to complex problems
Detail-Oriented and Results-Driven: Exceptional attention to detail, comprehensiveness of content, and ability to manage multiple assignments to completion under tight deadlines
Incident/Crisis Management Expertise: Deep understanding of incident and crisis management principles, including ownership, classification, initial support, escalation/notification, business impact analysis, and resolution tracking
Rapid Remediation & Escalation: Drive rapid engagement of key remediation resources and subject matter experts across functional groups to proactively avoid or minimize client-visible service disruptions. Ensure timely and effective escalation to key decision-makers and senior management
Severity Assessment & Communication: Establish and enforce consistent severity assessment across all regions and lines of business throughout the incident lifecycle, leveraging client impact and franchise risk criteria. Oversee the timely publication of content-rich incident status updates tailored for client-facing Service teams and regulatory-facing Product Management teams
Strategic Incident Preparedness: Coordinate proactive virtual war rooms for significant planned releases or anticipated market events to ensure preparedness and swift response
Enhanced Escalation Frameworks: Develop, implement, and manage enhanced client escalation models for key platinum clients, as well as robust internal escalation models for critical internal flows, such as Genesis Liquidity reporting

What we offer

competitive base salary (which is annually reviewed)
hybrid working model (up to 2 days working at home per week)
additional benefits that support you (and your family) to be well, live well and save well

Fulltime

MS Engineer (L3)

As a Collaboration Managed Services Engineer (L3) at NTT DATA, you'll join our d...

Location

China , Shanghai

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Experience in an engineering function within a medium to large ICT organization
Very good practical knowledge of Managed Services and ITIL processes
Advanced knowledge of voice, video, and other collaboration modalities
Advanced level of knowledge of Collaboration Applications such as Microsoft Teams, Cisco Webex, or advanced level of knowledge of Contact Centres like dynamics 365, Genesys Pure Cloud, Nice CX 1, Cisco Webex Contact Centre
Advanced level of knowledge of Cloud Voice or other carrier based PSTN/SIP technologies
Experience in managed services and using ticketing tools, preferably ServiceNow
Ability to take technical command of complex Incident and Major Incident situations, effectively communicating to a range of internal and external stakeholders
Strong planning skills and capacity to adapt to changing circumstances
Positive outlook and resilience in a pressurized work environment
Excellent ability to communicate and work across different cultures and social groups

Job Responsibility

Proactively identify and resolve technical incidents and problems
Manage complex support tickets and conduct advanced tasks
Maintain high service levels and meet SLA conditions by performing checks, applying monitoring tools, and responding to alerts
Analyse, assign, and escalate support calls to resolve issues before impact
Plan and execute requests and changes with risk identification and mitigation
Support automation initiatives
Provide onsite technical support and field engineering services
Engage in operational improvements, participate in product reviews, support optimization of work processes
Mentor and coach junior team members

Fulltime

Ts Implementation Engineer

The Customer experience Technical Services (TS) Systems Integration Specialist i...

Location

United States of America , New Jersey

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Seasoned solution and service knowledge
Possess sound knowledge of CX infrastructure and systems
Seasoned problem analysis and solution formulation skills
Seasoned learning and service orientation
Demonstrates excellent attention to detail
Demonstrates proactive management
Demonstrates the ability to adapt to change and to think innovatively
Displays excellent verbal and written communication ability
Demonstrate the ability to engage with a variety of stakeholders
Possess excellent planning and time management ability

Job Responsibility

Interacts with clients on site and remote to meet complex requirements of a solution
Escalates unresolved problems and issues to the relevant third parties
Responds to escalated client requests
Escalates complex problems to the relevant third parties
Writes reports and proposals and completes and maintains project documentation
Assists with the documentation of standard operating procedures relating to installations and fixes
Acts as coach and mentor to more junior Implementation Engineers and Technicians
Assumes responsibility for the coordination of the activities of the junior Engineers, in line with performance targets
Included in higher complexity design work, with input to the design expected
Expected to take ownership of relevant technologies according to domain or specialization

Fulltime

Ts Cross Technology Systems Integration Specialist

The Collaboration Technical Services (TS) Systems Integration Specialist is a se...

Location

India , Bangalore

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Seasoned understanding and appreciation of technical design and business principles
Seasoned project fundamental and administration ability
Seasoned project skills which are demonstrated in the execution of installations and other assignments
Excellent customer engagement skills
Demonstrate relevant domain specialist knowledge
Excellent verbal communication skills
Client focused and displays a proactive approach to solving problems
Ability to work under pressure
Ability to coach, mentor and provide guidance to team members
Bachelor's degree or equivalent in Information Technology or Computing or a related field

Job Responsibility

Interacts with clients on site and remote to meet complex requirements of a solution
Escalates unresolved problems and issues to the relevant third parties
Responds to escalated client requests
Escalates complex problems to the relevant third parties
Writes reports and proposals and completes and maintains project documentation
Assists with the documentation of standard operating procedures relating to installations and fixes
Acts as coach and mentor to more junior Implementation Engineers and Technicians
Assumes responsibility for the coordination of the activities of the junior Engineers, in line with performance targets
Included in higher complexity design work, with input to the design expected
Expected to take ownership of relevant technologies according to domain or specialization

Fulltime

Senior TS Cross Technology Systems Integration Specialist

The Senior Cross Technology Technical Services (TS) Systems Integration Speciali...

Location

India , Bangalore

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Advanced understanding and appreciation of technical design and business principles
Advanced project fundamental and administration ability
Advanced project fundamentals which are demonstrated in the execution of installations and other assignments
Advanced customer engagement skills
Advanced relevant domain specialist knowledge
Excellent verbal communication skills
Client focused and displays a proactive approach to solving problems
Advanced ability to coach, mentor and provide guidance to team members
Ability to take ownership as technical lead during project lifecycle
Bachelor's degree or equivalent in Information Technology or Computing or related field

Job Responsibility

Interacts with clients on site and remote to meet more complex requirements of a solution
Escalates unresolved problems and issues to the relevant third parties
Delegates lower complexity tasks to engineers and technicians
Assumes responsibility for the coordination of the activities of the engineers, in line with performance targets, leading by example and monitoring the quality of engineer's and technician's work when required
Writes reports and proposals and completes and maintains project documentation
Assists with the documentation of standard operating procedures relating to installations and fixes
Acts as coach and mentor to more junior Implementation Engineers and Technicians
Assumes responsibility for the coordination of the activities of the Engineers, in line with performance targets
May be required to serve periodically on the customer service desk, providing third line telephonic, remote and on-site support and problem management
Included in complex design work, with input to the design expected

Fulltime

Senior TS Cross Technology Systems Integration Specialist

The Senior Cross Technology Technical Services (TS) Systems Integration Speciali...

Location

India , Bangalore

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Advanced understanding and appreciation of technical design and business principles
Advanced project fundamental and administration ability
Advanced project fundamentals which are demonstrated in the execution of installations and other assignments
Advanced customer engagement skills
Advanced relevant domain specialist knowledge
Excellent verbal communication skills
Client focused and displays a proactive approach to solving problems
Advanced ability to coach, mentor and provide guidance to team members
Ability to take ownership as technical lead during project lifecycle
Advanced work experience in a technical implementation engineering technologies such as Networking, Data Center, Security, Customer experience, Collaboration and/or End User Compute etc

Job Responsibility

Interacts with clients on site and remote to meet more complex requirements of a solution
Escalates unresolved problems and issues to the relevant third parties
Delegates lower complexity tasks to engineers and technicians
Assumes responsibility for the coordination of the activities of the engineers, in line with performance targets, leading by example and monitoring the quality of engineer's and technician's work when required
Writes reports and proposals and completes and maintains project documentation
Assists with the documentation of standard operating procedures relating to installations and fixes
Acts as coach and mentor to more junior Implementation Engineers and Technicians
Assumes responsibility for the coordination of the activities of the Engineers, in line with performance targets
May be required to serve periodically on the customer service desk, providing third line telephonic, remote and on-site support and problem management
Included in complex design work, with input to the design expected

Fulltime

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Genesys Engage Engineer

Job Description

Job Responsibility

Requirements

Nice to have

What we offer

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