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Senior Director of IT Software Engineering
2 months ago
We are seeking a highly experienced Senior Director of IT Software Engineering to lead our Genesys Cloud operations. As a subject matter expert, you will be responsible for overseeing the design, deployment, and support of our Genesys Cloud platform.
Key Responsibilities- Delivery Excellence
- Ensure requirements are inspected and of good quality to enable streamlined execution.
- Manage delivery team members and vendors to ensure efficient execution of prioritized work.
- Participate in planning activities to anticipate and understand dependencies between enterprise initiatives and the Genesys Cloud platform.
- Drive quality with vendor partner teams in execution.
- Participate in resolving technical roadblocks and challenges in delivering enhancements.
- Technical Stewardship and Production Support
- Take accountability for production support, defect management, and availability of the telephony ecosystem.
- Build and maintain production monitoring and alerting solutions to identify issues related to system availability and performance.
- Coordinate an aggressive response to resolve production defects and incidents.
- Evaluate the technical implications of enabling features on or reconfiguring our Genesys Cloud instance.
- Review new capabilities for non-functional implications and watch outs.
- Drive role architecture and least-access permissions to control access and changes to the production and pre-production environments.
- Build or implement tooling to control configuration changes and provide traceability and rollback capabilities for changes to environments.
- Business Stewardship and Team Leadership
- Build relationships with vendor teams and contacts.
- Control costs and identify opportunities for savings and/or valuable investments.
- Manage budgets and review and approve vendor/supplier work orders and invoices.
- Coach team members in technical and soft skills.
- Lead regular staff meetings and hold 1:1s with team members.
- Bachelor's degree in a technical field, preferably computer science or engineering.
- 3 – 5 years of implementation and operational experience specifically with Genesys Cloud.
- Experience with the following is a plus: Genesys Cloud, AWS, Afiniti, CallMiner, MuleSoft.
- Proficiency with several software development languages and technologies.
- Strong knowledge of SBC, transport protocols, and toll-free network management.
- Experience with scaled development in a complex, multi-technology environment.
- Experience with software development methodologies employed at scale.
- Operations experience in scaled, 24x7 environments.
- DevOps expertise and ability to drive pipeline-based development.
- Strong analytical and project management skills.
- Tenacity, a bias for action, and the ability to overcome obstacles and successfully execute multiple projects simultaneously.
We offer a competitive compensation package, including a base salary range of $170,335 - $309,235, depending on location and experience. We also offer a range of benefits, including health insurance, retirement savings, and paid time off.
