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Genesys Cloud Solutions Engineer

2 months ago

Tinley Park Illinois, United States Old National Bank Full time

Position Overview:
Old National Bank has a rich history of serving clients and communities since 1834. With total assets of $48 billion, we are a regional leader committed to our communities.

As a reliable partner, we focus on helping our clients realize their aspirations while upholding our commitment to social responsibility through community engagement and charitable initiatives.

Our employees are our most valuable resource, and we prioritize their professional growth and development.

We provide a variety of programs led by dedicated team members who are enthusiastic about fostering engagement, promoting awareness of diverse backgrounds, and enhancing inclusion within the organization.


We are currently looking for a Genesys Cloud Solutions Engineer who is capable of working independently on most high-level systems analysis and technical phases of development. This role requires a solid understanding of the business supported and its terminology.

The successful candidate will manage the activities of others on a project basis for small to medium scope efforts and may lead project initiatives.

The jobholder may assist or mentor less experienced staff and will interact with other technology personnel, clients, and occasionally vendors.

Key Responsibilities:

• Develop new Genesys Cloud CX architect flows and associated configurations for new queues.

• Create and configure new Genesys users.

• Provide incident management support related to user and call flow incidents.

• Analyze feasible solutions and provide recommendations.


• Guide less experienced resources and coordinate systems development tasks on small to medium scope efforts or specific phases of larger projects.

May act as a project manager for small to medium scope initiatives.


• Collaborate with other Development, Operations, and Technology staff as needed in overall systems and integrated testing on small to medium scope efforts or specific phases of larger projects.

Prepare test data and execute detailed test plans, completing any necessary debugging.

• Evaluate and comprehend complex interrelationships and effects among programs and interfacing applications.

• Utilize available resources to develop clear and comprehensive technical and functional specifications for small to medium scope efforts. Review documentation prepared by less experienced staff and update systems documentation. Prepare charts, tables, and diagrams to assist in problem analysis. May assist in supervising and preparing logic flowcharts.

• Prepare assessments and task plans that include required tasks, estimated time frames, and effort for assignments.

• Recommend new technologies, policies, or processes to enhance the organization and address deficiencies.


• Provide consultation services to clients, technicians, and Bank departments on basic to intricate functions of supported applications, which may include reviewing system capabilities, operational procedures, forms, marketing materials, and/or cost analysis.

Adhere to and promote the use of development standards and procedures.

• Maintain a strong working knowledge of the supporting application(s), development environments, and the supported client environment.


• Understand and comply with the Company's risk and regulatory standards, policies, and controls in accordance with the Company's Risk Appetite.

Identify risk-related issues that require escalation to management.

• Foster an environment that supports diversity and reflects the ONB brand.


• Uphold ONB internal control standards, including timely implementation of internal and external audit points along with any issues raised by external regulators as applicable.


• Complete other related duties as required, which may include participating in due diligence, cost/benefit analysis, vendor analysis, or business study activities.

Qualifications and Education Requirements:

• Minimum of a Bachelor's degree and 2 years of systems analysis/application development experience, or in lieu of a degree, a combined minimum of 6 years of higher education and/or work experience, including at least 4 years of systems analysis/application development experience.

• Experience with Genesys Cloud CX architect flows and associated configurations for new queues.

• Familiarity with creating and configuring new Genesys users.

• Experience using Jira, ServiceNow, and working in Agile teams.

Preferred Education and Experience:
• Good understanding of the Bank's application framework.

• Subject matter expert in business with knowledge or experience utilizing the application/system being supported.

• Proven understanding of applications supported with a solid knowledge of interfacing/integrated applications.

• Ability to work effectively in a team environment as well as independently.

• Capacity to multitask across various components of moderately complex to complex projects.

• Action-oriented and proactive.


Old National is proud to be an equal opportunity employer focused on fostering an inclusive workplace and committed to hiring a workforce comprised of diverse backgrounds, cultures, and thinking styles.


As such, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with a disability, sexual orientation, gender identity, or any other characteristic protected by law.