Developers for Genesys Contact Center

Who We Are:

TTEC is a pioneer in customer experience, engagement, and growth solutions. Our 66,000+ employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels. We utilize a holistic approach, applying solutions from our four customer experience segmentsConsulting, Technology, Care and Growthto help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.

Job Description

Position Title System Software Engineer

Practice Genesys Interaction Experience

Position Purpose

TTEC Digital is looking for enthusiastic Developers for Genesys Contact Center products and custom developed Cloud solutions. As a Developer, you will function as an active member of the Development team in the following phases of a project's lifecycle: Design, Build, Deploy, Accept, web and windows services, API's and applications that integrate with our customers back-end CRM systems, databases, and external 3rd party API's.

Key Accountabilities

Works with customers as needed to translate design requirements into application solutions, ensuring the requirements are met according to the team's and practice area's standards and best practices.

Communicates with project manager/client to identify application requirements.

Ensures applications meet the standards and requirements of both the client and project manager.

Conducts tests of the application for functionality, reliability, and stabilization.

Deploys/implements the application to the client.

Maintains and supports existing applications by fixing problems, addressing issues, and determining the need for enhancements.

Demonstrates concern for meeting client needs in a manner that provides satisfaction and excellent results for the client, leading to additional opportunities within the client account.

Performs all tasks within the budget and on time while meeting all necessary project requirements. Communicates regularly if budget and/or scope changes.

Demonstrate professionalism and leadership in representing the Company to customers and vendors.

Core PureCloud handler development & maintenance.

Monitor and respond to system errors. Participate in on-call rotation.

Follow-up on and resolve outstanding issues in a timely manner.

Update customer to reflect changes in system configuration as needed.

Understand system hardware/software to be able to identify problems and provide a remedy.

Handle TAC/Engineering escalations as directed by the team lead or team manager.

Competencies

Personal: Strong interpersonal skills, high energy and enthusiasm, integrity, and honesty; flexible, results oriented, resourceful, problem-solving ability, deal effectively with difficult situations, ability to prioritize.

Leadership: Ability to gain credibility, motivate and provide leadership; work with a diverse customer base; maintain a positive attitude. Provide support and guidance to more junior team members, particularly for challenging and sensitive assignments

Operations: Ability to manage multiple projects and products. Perform task at hand in a customer friendly manner while utilizing time and resources efficiently and effectively. Utilize high level expertise to address more difficult situations, both from a technical and customer service perspective.

Technical: Ability to understand and communicate technical concepts; proficient with Microsoft Visio, and Office products.

Skills:

Sr. No. Skill (Technical skills, Process/methodology/Role skills) Expertise (Primary/Desired)

1 Genesys Engage / Cloud / Multi-Cloud platforms Primary

2 Microsoft Development Platform Desired

3 .NET Framework 4.5 & above Desired

4 XML, SOAP, REST, JavaScript, JSON, and HTML Primary

5 Contact Center Domain Knowledge Primary

6 SQL Database Management Knowledge Desired

Education, Experience and Certification

Bachelor's degree in computer science, business, or related area

3+ years of relevant experience and proven ability as a software developer.

Experience with .NET Framework.

Professional experience with integration services including XML, SOAP, REST, TCP/IP, JavaScript, JSON, and HTML.

Deep Understanding of application architecture.

Familiarity in data modeling and architecture.

Deep expertise and familiarity with the PureCloud development platform