About the Role:
This a fully remote position (Pacific or Mountain Time Zones preferred). As a Senior Engineer, you will be a key member of the Corporate IT team, focused on maintaining and enhancing our contact center platforms, including Genesys Cloud and KoreAI. You’ll work closely with cross-functional teams to ensure seamless integration of technologies that support our customer-facing systems. In this role, you will be responsible for the implementation of automation, security, and access controls for these systems, integrating customer data into chatbot solutions, and serving as a tier 3 escalation path for complex user issues.
Our Core Technologies Include:
Genesys Cloud, KoreAI, Git, Python, Terraform, Javascript, Jenkins, Tekton, Okta, GraphQL, ArgoCD, Argo Workflows, SumoLogic, Docker, Kubernetes, AWS, Linux
- Create and maintain automation for backups, security, and other key functions
- Design, create and maintain tooling for various automations, operational and process improvement workflows
- Assist with internal teams with integrations such as data warehousing, IVR lookups, and web messenger/chatbot solutions
- Manage security and access controls for Genesys Cloud, KoreAI and other related systems
- Serve as a level 3 escalation path for resolving user issues related to omnichannel systems
- Analyze system logs, troubleshoot issues, and work with vendors for any escalations
- Collaborate with cross-functional teams, including operations, engineering and support teams to enhance system performance and reliability
What We Look For:
- 5+ years of experience in a relevant technical role
- Strong development skills in Python, Terraform, and Javascript
- Expertise in log analysis and troubleshooting
- Solid understanding of API usage and automation
- Familiarity with Git, CI, and containerized applications like Docker and Kubernetes
Nice To Have:
- Experience with Genesys Cloud or a contact center as a service (CCaaS) platform
- Knowledge of chatbot/LLM technology, especially KoreAI
- Exposure to GraphQL
- Familiarity with technologies like ArgoCD/Argo Workflows, Tekton/Jenkins, AWS, and Linux
What We Offer You:
- Competitive salary and stock option plan
- 100% paid coverage of medical, dental and vision insurance
- Flexible PTO
- 401(k) retirement plan and company match program
- Annual stipend for external professional growth, learning, and development
- Paid parental leave
- Health & wellness initiatives
#BI-Remote #LI-Remote
