Systems Engineer V

Premera Blue Cross-posted 3 months ago
$128,400 - $231,100/Yr
Full-time • Senior
1,001-5,000 employees
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The Engineer V will lead the design, training, and maintenance support of the Genesys platform. Utilizing their comprehensive understanding of the Genesys technology stack and roadmap, the Engineer will mitigate risks related to divisional access, system interoperability, and future design decisions. The Engineer will be responsible for ensuring the stability, integrity, security, and efficient operation of information systems (on-premise and Cloud-based) that support organizational functions. In this very visible role, the Engineer V will develop and/or drive automation/AI solutions to highly complex, enterprise-wide problems that require the regular use of ingenuity and creativity. The Engineer guides others on area objectives, setting the strategic vision for long-term sustainable solutions across multiple services and acts as a technical liaison, driving technical communities and cross-talk within and outside the division.

  • Design, configure, and implement solutions within the Genesys Cloud platform to support business requirements.
  • Develop custom integrations, APIs, and call flows to enhance customer and agent experiences in the Genesys Cloud platform.
  • Provide technical leadership in troubleshooting, root cause analysis, and resolution of complex issues in the Genesys Cloud platform.
  • Support junior engineers by providing mentorship and skill development in the Genesys Cloud platform.
  • Advise and act as resource for complex, interconnected systems projects, evaluate requirements and offerings and ensure work aligns with overall systems strategy, direction, and business need.
  • Collaborate with product owners/managers, communicate project status to the enterprise, identify problems and collaborate directly with vendors on solutions.
  • Drive automation, integration, and innovation of systems solutions for complex, inter-dependent, enterprise-wide systems.
  • Evaluate complex systems solutions developed by team, drive continuous improvement of secure technology solutions for company’s IT ecosystem.
  • Improve the deployment process (pipelines) through innovative and creative solutions that increase efficiency.
  • Incorporate industry innovations into the deployment process, leveraging data to drive decision-making.
  • Define standard operational processes and drive team toward adopting improvements and efficiencies.
  • Define and/or adjust Service Level Agreement (SLA) process and ensure others are adhering to SLAs.
  • Conceptualize and lead others in optimizing for capacity, including designing, and developing processes and tools to improve performance.
  • Define and communicate documentation standards for the IT organization.
  • Bachelor’s degree in computer science or computer engineering.
  • Twelve (12) years of experience.
  • At least 3 years focused on Genesys Cloud.
  • Strong knowledge of Genesys Cloud architecture, APIs, call flows, and integrations.
  • Highly advanced skills installing, configuring and troubleshooting operating systems.
  • Highly advanced scripting skills (such as PowerShell, Batch, Perl, Python, or Java).
  • Proven analytical, critical thinking and creative problem-solving abilities.
  • Excellent written, verbal, and interpersonal communication skills.
  • Ability to work in a team-oriented, collaborative environment.
  • Strong customer service orientation.
  • Experience working with Healthcare Insurance or other highly regulated industry.
  • Working knowledge and ability to create automation for replacing various manual tasks.
  • Ability to teach and mentor others on devops and laC (infrastructure as code) related principles.
  • Ability to work agile methodologies and processes (i.e., scrum, Kanban, etc.).
  • Experience with virtualization and containerization (e.g., VMware, Virtual Box).
  • Solid networking knowledge (OSI network layers, TCP/IP).
  • Solid Cloud experience.
  • Advanced project management skills.
  • Medical, vision, and dental coverage with low employee premiums.
  • Voluntary benefit offerings, including pet insurance.
  • Life and disability insurance.
  • Retirement programs, including a 401K employer match and a pension plan.
  • Wellness incentives with a wide range of mental well-being resources.
  • Generous paid time off.
  • Tuition assistance for both undergraduate and graduate degrees.
  • Employee recognition program.
  • Commuter perks.
  • Free convenient on-site parking.
  • Subsidized on-campus cafes.
  • Access to on-site fitness & well-being center.
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