Genesys Contact Center Cloud Engineer
Posted on: 10 Jan 2022
Newark, NJ
Job Description
Job Description
Job Classification:
Technology - Software Development/Quality Engineering
Prudential’s Global Technology team is the spark that ignites the power of Prudential for our customers and employees worldwide. Our organization plays a critical and highly visible role in delivering customer-driven solutions across every area of the company. The Global Technology team is made up of diverse, agile-thinking, and highly-skilled professionals; we use our combined capabilities to enable the organization with innovation, speed, agility, scalability and efficiency.
The Global Technology team takes great pride in our culture where digital transformation is built into our DNA. When you join the Global Technology organization at Prudential, you’ll unlock a challenging and impactful career – all while growing your skills and advancing your profession at one of the world’s leading financial services institutions.
Prudential Global Technologies Voice and Contact center team is currently going through various transformation initiatives to lift and shine the technology capabilities supporting the enterprise. We are looking for a Contact Center engineer who will design, develop, implement, and support reliable and resilient solution that will enrich customer experience leveraging Genesys Cloud environment.
RESPONSIBILITIES
Design, Configure, Develop, and Support Conversational IVR’s, & Chatbots leveraging Genesys Cloud Architect tool and Amazon Lex & Lambda.
Lead implementation of API / Web Service integrations to back-end systems (REST, Json, and SQL database)
Using agile methodologies, partner with product owners to understand business needs, gather requirements, and develop solutions to deliver the desired customer experience.
Lead implementation of Inbound & Outbound solutions, QM recording, WFM, Omni-Channel, Analytics, Customer Journeys, and Reporting
Support and maintain existing Avaya Telephony and Contact Center solutions, and demonstrate complex problem-solving skills
QUALIFICATIONS
5+ years’ of hands-on experience in coding/development in Contact Center platform (Routing/Reporting Call flows, IVR, Conversational AI, ChatBots, Call Recording, WFM etc)
2+ years of experience in Cloud enablement of Contact Center Solutions, especially in migrating from On-prem to CCaaS Cloud solution.
Experience in AWS Lex & Lambda for development of ChatBot
4+ years of IVR Applications and Advanced Speech Recognition engines (ASRs), and hands on development and deployment experience
4+ years of writing code in common programming languages such as NodeJS, Java, .Net, Python
Experience using CICD tools such as BitBucket, Jenkins, AWS Code Pipeline etc
Experience integrating with CRM apps including SalesForce and ServiceNow is a plus
Experience with Genesys-Pure-Cloud or Genesys Engage, hands on implementation, Configuration, deployments to production and support is a plus.
Agile knowledge with SAFe or NWOW framework is preferred
Experience involving digital transformation activities in large organization is a plus
Bachelor’s in computer science or related fields
Prudential
Newark, NJ
Prudential Financial, Inc., through its subsidiaries, provides insurance, investment management, and other financial products and services. It operates through PGIM, U.S. Workplace Solutions, U.S. Individual Solutions, and International Insurance divisions. The PGIM division offers an array of asset management and advisory services related to public and private fixed income, public equity and real estate, commercial mortgage origination and servicing, and mutual funds and other retail services to institutional, private, and sub-advisory clients, as well as to insurance company separate accounts, government sponsored entities, and the general account.
The U.S. Workplace Solutions division provides a range of retirement investment, and income products and services to retirement plan sponsors in the public, private, and not-for-profit sectors; and group life, long-term and short-term group disability, and group corporate-, bank-, and trust-owned life insurance in the United States, primarily to institutional clients for use in connection with employee plans and affinity groups.The U.S. Individual Solutions division develops and distributes individual variable and fixed annuity products, principally to the mass affluent and affluent markets; and individual variable, term, and universal life insurance products to the mass middle, mass affluent, and affluent markets in the United States.
The International Insurance division develops and distributes individual life insurance, retirement, and related products to the mass affluent and affluent markets in Japan, Korea, and other foreign countries, as well as middle income and mass affluent markets. The company offers its products and services to individual and institutional customers through its proprietary and third-party distribution networks. Prudential Financial, Inc. was founded in 1875 and is headquartered in Newark, New Jersey.
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IndustryInsurance
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No. of Employees50,492
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Website
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Jobs Posted2329
