Genesys Senior Engineer - Express Scripts - Remote

Help us develop our future. Get ready for a job that encourages you to think strategically yet stay connected with your teams. Do you have design or problem-solving experience? If so, prepare to innovate, create, and inspire. The Genesys Senior Engineer (Infrastructure Engineering Senior Analyst) role will be responsible for maintenance and 2nd level support of Cigna's Genesys Applications which consists of Genesys's Suite of products (Workspace, IVR platform, Routing, Framework, eServices-SMS, eServices-Chat/E-Mail, Outbound, Conversation Manager, Reporting and Vidyo). The candidate will work closely with technical and business areas to support & engineer Genesys applications. This role will also develop infrastructure and reporting strategies for Genesys applications which will enable the business consumers to gain insight into real-time data, resource efficiencies, and process improvements.

Responsibilities

• This role would responsible for maintaining and supporting Genesys and Genesys's Suite of products including Workspace, IVR platform, Routing, Framework, eServices-SMS, eServices-Chat/E-Mail, Outbound, Conversation Manager, Reporting and Vidyo
• This role would be responsible for maintaining administrative needs within Genesys including managing access levels and administrative tools.
• Responsible for developing and enhancing monitoring of the contact center tools including identifying current gaps and providing a path forward to address them.
• Work with server and network teams to ensure servers are optimized and have the communication paths required.
• Working with the vendors to resolve escalated problem tickets including troubleshooting issues to root cause and deploying improvements to prevent future issues and outages
• Perform maintenance, capacity planning, load testing, and other operational steps to confirm the stability of Genesys applications
• Instill and maintain high levels of integrity and security, work in close conjunction with CIGNA Information and Protection (CIP) team
• Strong communication skills geared towards effective communication of concepts, design rationale, and findings to the organization.
• Evaluate and provide input on the selection of any key technologies within the contact center environment
• Evaluate and provide input on the selection of any key technologies within the contact center environment.

Qualifications

• High School diploma; Bachelor's degree preferred.
• 3+ years of experience in Genesys Engage (On-Premise) framework.
• Complete working knowledge of Genesys Framework, T-Servers, Sip Servers, eServices components, reporting components, Infomart, and GVP.
• Experience in resolving Critical Production Support issues, performing maintenance, and troubleshooting contact center applications (Genesys, Avaya, SIP).
• Knowledge of Linux and Windows Operating systems.
• Knowledge of Oracle, and SQL databases.
• Good Knowledge of Nuance integrations.
• Experience with Contact Center reporting tools.
• Experience in contact centers with more than 10,000 agents preferred.
• Experience using analytical and problem-solving skills.
• Experience to manage and execute the multi-year strategic vision.
• Experience to work independently with general direction.
• Experience to communicate with stakeholders at all levels to understand requirements.
• Experience to establish and achieve goals and maintain timelines.
• Experience in accurately estimating development time.
• Demonstrated ability to manage conflicting priorities.
• Excellent interpersonal, verbal, written communication, and presentation skills.
• Demonstrated conflict resolution skills.

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

For this position, we anticipate offering an annual salary of 65,900 - 109,900 USD / yearly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

We want you to be healthy, balanced, and feel secure. That's why you'll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna Group.

About Evernorth Health Services

Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: [email protected] for support. Do not email [email protected] for an update on your application or to provide your resume as you will not receive a response.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.