Genesys Cloud Solutions Engineer

2 weeks ago

Tinley Park, Illinois, United States Old National Bank Full time


Genesys Cloud Solutions Engineer

Job Locations

Various Locations

Category/Function

Information Technology

Position Type

Regular Full-Time

Requisition ID

Workplace Type

On Site

Overview

Old National Bank has been a cornerstone in serving clients and communities since its inception. With substantial total assets, we are a regional leader committed to supporting our clients in achieving their aspirations while actively engaging in social responsibility through community involvement.

Our employees are our most valuable resource, and we prioritize their professional growth and development. We offer various Impact Network Groups led by team members dedicated to enhancing engagement, promoting awareness of diverse backgrounds, and fostering inclusion throughout the organization.

We are in search of a Genesys Cloud Solutions Engineer who is adept at working autonomously on high-level systems analysis and technical development phases. This role requires a comprehensive understanding of the business context and its associated terminology. The incumbent will manage the activities of others on a project basis for small to medium scope initiatives and may lead project tasks. Additionally, the role may involve mentoring less experienced personnel and collaborating with technology teams, clients, and occasionally vendors.

Key Responsibilities

  • Design and implement new Genesys Cloud CX architect flows and related configurations for new queues.
  • Create and configure new Genesys user accounts.
  • Provide support for incident management related to user and call flow issues.
  • Identify viable solutions and offer recommendations.
  • Guide less experienced team members and coordinate systems development tasks on small to medium scope projects or specific phases of larger initiatives.
  • Collaborate with Development, Operations, and Technology staff on integrated testing for small to medium scope projects or phases of larger projects. Prepare test data and execute detailed test plans, including debugging as necessary.
  • Analyze complex interrelationships and impacts among programs and interfacing applications.
  • Utilize available resources to create comprehensive technical and functional specifications for small to medium scope projects. Review documentation produced by junior staff and update systems documentation accordingly.
  • Prepare assessments and task plans detailing required tasks, estimated timelines, and effort for assignments.
  • Recommend new technologies, policies, or processes to enhance organizational efficiency and address deficiencies.
  • Provide consultation services to clients, technicians, and Bank departments regarding the functionalities of supported applications, including system capabilities, operational procedures, and cost analysis.
  • Adhere to and promote the use of development standards and procedures.
  • Maintain a strong understanding of the supporting applications, development environments, and the client environment.
  • Comply with the Company's risk and regulatory standards, policies, and controls in alignment with the Company's Risk Appetite. Identify risk-related issues that require escalation to management.
  • Foster an environment that champions diversity and reflects the Old National Bank brand.
  • Uphold internal control standards, ensuring timely implementation of audit points and addressing any issues raised by external regulators as applicable.
  • Perform other related duties as necessary, which may include participating in due diligence, cost/benefit analysis, vendor assessments, or business study activities.

Qualifications and Education Requirements

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

  • Experience with Genesys Cloud CX architect flows and related configurations for new queues.
  • Familiarity with creating and configuring new Genesys users.
  • Experience using Jira, ServiceNow, and working within Agile teams.

Preferred Education and Experience:

  • Strong understanding of the Bank's application framework.
  • Subject matter expertise in business with knowledge or experience utilizing the supported applications/systems.
  • Proven understanding of supported applications with a solid knowledge of interfacing/integrated applications.
  • Ability to work effectively in a team environment as well as independently.
  • Capacity to manage multiple tasks across various components of moderately complex to complex projects.
  • Action-oriented and proactive approach.

Old National is committed to being an equal opportunity employer that fosters an inclusive workplace, dedicated to hiring a diverse workforce.

We do not accept resumes from external staffing agencies or independent recruiters for any of our openings unless there is a signed agreement in place.

Our culture is rooted in our core values: optimism, collaboration, inclusivity, agility, and ethics. Join us at Old National Bank.

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