Senior Systems Engineer Genesys Cloud

Job Description

This role will primarily provide hands-on involvement and understanding of the ins & out of Corporate Telephony Solutions/Contact Center; help with designing (e. g. tech design document, tech requirements, roadmaps) for business driven enhancements & requirements; and support the Operations Engineering team on various small to medium project as a Business Systems Analyst (BSA).

TECHNICAL EXPERIENCE
Good understanding of working with REST APIs, SOAP APIs
Good understanding of SLA, SLO and SLI to assist teams and business on technical requirements
Software development experience in one or more general purpose programming languages
Experience with digital technologies including online, mobile, and equivalent digital platforms
Ability to cultivate strong working relationships with a large extended project team and influence those around you
Familiar with cloud computing services, tools and processes, particularly GCP
Experience in managing product development, backlog planning and prioritization
CALL CENTRE SYSTEMS RELATED
Minimum 3-5 years experience in gathering operational usage insights for contact centre technologies to promote operational efficiencies
Minimum 3-5 years experience in designing solutions for contact centre technologies (telephony, agent desktop, IVR etc)
Expert knowledge of Genesys Cloud CX and Engage Cloud solutions
Additional kudos if you
Salesforce experience and certifications
Working knowledge of application programming, database and system design
At least 3+ years of information technology and BSA experience in the financial/customer service systems/solutions development area (especially in mortgages, lending and investments)
Knowledge of SDLC, agile delivery, development, coding, testing (QA) methodologies
Knowledge of writing / understanding / interpreting API documentation
Certification on agile methodologies (i. e. , CSPO, CSM etc. )
Certification on business analysis/project management (i. e. , CBAP, PMP etc. )

6-8 years working as a business systems analyst or business analyst or technical analyst role within the financial services industry
5+ years in large scale technology implementations across an organization
Strong knowledge of Genesys Cloud call center solutions or related products
Lead product development in investments, banking and lending industry
Lead and maintain product portfolio of customer contact centres throughout Questrade Financial Group entities.
Consult multiple business and operations stakeholders to elicit, define, analyze and document requirements for products and services supported by the OE team.
Prepare detailed requirements for internal and external stakeholders on feature upgrades, defect resolution or other relevant queries to enhance the current system functionalities
Responsible to prepare and support various artifacts necessary to comply with IT Governance, Risk Management, Compliance, Legal etc. requirements for projects and products with regulatory oversight
Work closely with Technical Product Managers, Business Product Managers, Agile Product Owners, Business Unit leads and stakeholders on product vision, assess business impact and propose technology solutions that is best suitable
Support the technical product roadmap for the core systems, technical decisions on vendor solutions or enhancements with data and evidence for ongoing business
Prioritize features across other projects and priorities at QTG with a focus on IT vision and aligned with annual QFG objectives
Lead, facilitate and coordinate technical discussions, elicitation meetings, requirement gathering discussions with stakeholders, product, vendors to achieve complete requirements from start to end of projects or product increments
Understand and assess business and technology impact on core or supporting systems when other projects trigger changes in the organization
Continuously collaborate with domain experts, business and technology stakeholders, product owners, sponsors, both internal and external customers (end-users) as required for various products through all stages of product development and release
Identify process and solution improvements or system functionality gaps on the core systems and work with peers to identify and deploy appropriate solutions
Ensure proposed solutions reflects the 4Es; easy to buy, easy to sell, easy to understand, and easy to get service
Think like the customers and business owners to understand and summarise business problems, and synthesise the requirements into complete user stories for backlog
Prepare periodic status updates, reports or dashboards to inform leadership, management, and stakeholders on the progress of projects or upcoming releases
Visualise the bigger picture, assess the impact/risk of having or not having a solution to the problem and related systems/products that may be impacted by the solution
Collaborate frequently with technology groups like QTG Leads and Directors, RTE, user experience (UX), development, solution architect, information security, digital marketing, QA and application support teams to solve various business and customer problems
Create and maintain knowledge and thinking relationship for new and existing:
Products, processes, systems/solutions and services
Relationships and services with vendors and their products
Business models and flows of data in the business
Experienced to create and maintain a variety of artefacts including:
User stories, epics and product backlog items
Business case, proposal, requirements (BRD, SRD), use cases
Conceptual data models, workflow diagrams, solution intents
Presentations for senior management, executives or business stakeholders
Mock-ups, prototypes, test scenarios, traceability matrix to validate requirements
Product road-map, stakeholder matrix, program increment objectives
Create and maintain OE artefact templates and continuously adjust them based on project needs; may be required to conduct peer reviews of user stories or requirements
Stay focused through distractions, stakeholder demands, stress, deadlines, multiple projects and shifting priorities by ensuring you are aligned with vision and mission of QFG
Comfortably shift between agile or traditional software delivery methodologies to develop new/existing products, their upgrades, improve processes and other initiatives as needed
Play the role of Product Owner or Scrum Master or Agile Coach when situations call for it to support OE agile teams
University degree in Computer Science or Information Technology or equivalent combination of post-secondary education and practical experience in a relevant field will be considered
Proficient in workflow design and documentation skills - decision diamonds, decision trees, decision tables, state machines.
Have excellent interpersonal, verbal and written skills and the ability to interact with multiple levels of stakeholders
Excellent time-management and organizational abilities that facilitate structured teamwork
Ability to follow directions from leadership, work under minimal supervision with some ambiguity and present various technical solutions for teams to consider
Ability to adapt and change based on new business requirements and environment
Strong critical thinking, problem solving and analytical skills
Ability to articulate technical solutions to non-technical audiences and vice versa