Genesys Cloud Professional

Role Purpose

The purpose of this role is to design, develop and troubleshoot solutions/ designs/ models/ simulations on various softwares as per clients/ project requirements

Do

1. Design and Develop solutions as per clients specifications
2. Work on different softwares like CAD, CAE to develop appropriate models as per the project plan/ customer requirements
3. Test the protype and designs produced on the softwares and check all the boundary conditions (impact analysis, stress analysis etc)
4. Produce specifications and determine operational feasibility by integrating software components into a fully functional software system
5. Create a prototype as per the engineering drawings & outline CAD model is prepared
6. Perform failure effect mode analysis (FMEA) for any new requirements received from the client
7. Provide optimized solutions to the client by running simulations in virtual environment
8. Ensure software is updated with latest features to make it cost effective for the client
9. Enhance applications/ solutions by identifying opportunities for improvement, making recommendations and designing and implementing systems
10. Follow industry standard operating procedures for various processes and systems as per the client requirement while modeling a solution on the software

1. Provide customer support and problem solving from time to time
2. Perform defect fixing raised by the client or software integration team while solving the tickets raised
3. Develop software verification plans and quality assurance procedures for the customer
4. Troubleshoot, debug and upgrade existing systems on time & with minimum latency and maximum efficiency
5. Deploy programs and evaluate user feedback for adequate resolution with customer satisfaction
6. Comply with project plans and industry standards

1. Ensure reporting & documentation for the client
2. Ensure weekly, monthly status reports for the clients as per requirements
3. Maintain documents and create a repository of all design changes, recommendations etc
4. Maintain time-sheets for the clients
5. Providing written knowledge transfer/ history of the project

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

Lead Software Engineer

Regular reporting & updates

Client On-Site Coordinator

For regular coordination on the software - creation, update & modification

External

Clients

For serving their requirements from time to time

Display

Lists the competencies required to perform this role effectively:

• Functional Competencies/ Skill
• Leveraging Technology - Knowledge of current and upcoming technology along with expertise in programming (automation, tools and systems) to build efficiencies and effectiveness in own function/ Client organization - Competent
• Process Excellence - Ability to follow the standards and norms to produce consistent results, provide effective control and reduction of risk - Expert
• Domain knowledge - Industry knowledge as per the project requirement and industry standards of various processes - Competent
• Technical knowledge - Knowledge of software, tools (static analysis tool), project history Expert

Competency Levels

Foundation

Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.

Competent

Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.

Expert

Applies the competency in all situations and is serves as a guide to others as well.

Master

Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognised within the entire organization.

• Behavioral Competencies
• Formulation & Prioritization
• Innovation
• Managing Complexity
• Client centricity
• Execution Excellence
• Passion for Results

Deliver / No. / Performance Parameter / Measure

1. Design and develop solutions

Adherence to project plan/ schedule, 100% error free on boarding & implementation, throughput %

2. Quality & CSAT

On-Time Delivery, minimum corrections, first time right, no major defects post production, 100% compliance of bi-directional traceability matrix, completion of assigned certifications for skill upgradation

3. MIS & Reporting

100% on time MIS & report generation.