Senior Systems Engineer (Genesys Cloud & Decagon)
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Key skills for this role
About the Role
Questrade Financial Group seeks a Senior Systems Engineer to lead design, implementation, and management of contact center solutions on Decagon (Chat AI) and Genesys Cloud platforms.
Key Skills for This Role
Responsibilities
- Architect and design complex contact center solutions (telephony, agent desktop, IVR, etc.) on Decagon (Chat AI) and Genesys Cloud platforms, ensuring scalability, redundancy, and seamless integration with other enterprise systems
- Develop and implement a strategic vision for the contact centre infrastructure in alignment with organizational goals, and lead initiatives to enhance and modernize the contact centre technology stack
- Provide technical guidance and mentorship to the contact center engineering team; collaborate with Technical Product Managers, Agile Product Owners, and business stakeholders on product vision and roadmaps
- Consult with multiple business and operations stakeholders to elicit, define, analyze, and document requirements, converting business problems into complete user stories for backlog prioritization
- Lead proactive monitoring, advanced troubleshooting, and performance analysis of contact center systems, taking ownership of escalated technical issues and implementing enhancements
- Lead contact centre related projects, managing timelines, resources, and deliverables
- Prepare and support key technical artifacts to comply with IT Governance, Risk Management, Security, Compliance, and Legal requirements
- Help manage relationships with third party vendors and evaluate technology partner solutions
- Conduct training sessions for the contact centre team and other relevant stakeholders
Requirements
- University degree in Computer Science, Information Technology, or equivalent combination of education and practical experience
- 6 8 years of experience as a Business Systems Analyst, Business Analyst, or Technical Analyst within the financial services industry
- 5+ years of experience in large scale technology implementations across an organization
- 3 5 years of experience gathering operational insights and designing solutions for contact center technologies (telephony, agent desktop, IVR, etc.)
- Strong knowledge and expert level experience with Genesys Cloud CX, Engage Cloud, and Decagon (Chat AI) solutions
- Good technical understanding of REST APIs, SOAP APIs, and cloud computing services (specifically GCP)
- Proficient in workflow design and documentation skills including decision diamonds, decision trees, decision tables, state machines
- Experience creating and maintaining artefacts such as user stories, epics, product backlog items, business cases, proposals, requirements documents, use cases, conceptual data models, workflow diagrams, solution intents, presentations, mock ups, prototypes, test scenarios, traceability matrix, product roadmaps, stakeholder matrix, program increment objectives
- Excellent interpersonal, verbal and written skills and ability to interact with multiple levels of stakeholders
- Excellent time management and organizational abilities that facilitate structured teamwork
Full Job Posting
Overview
- As a Senior Systems Engineer, you will lead the design, implementation, and management of advanced contact center solutions within Decagon (Chat AI) and Genesys Cloud platforms, suite of products and related integrations, ensuring high performance, scalability, and optimal customer experience.
In this role, responsibilities include but are not limited to
- System Architecture & Design: Architect and design complex contact center solutions (telephony, agent desktop, IVR, etc.) on Decagon (Chat AI) and Genesys Cloud platforms, ensuring scalability, redundancy, and seamless integration with other enterprise systems.
- Strategic Planning: Develop and implement a strategic vision for the contact centre infrastructure in alignment with organizational goals, and lead initiatives to enhance and modernize the contact centre technology stack.
- Technical Leadership & Collaboration: Provide technical guidance and mentorship to the contact center engineering team; collaborate with Technical Product Managers, Agile Product Owners, and business stakeholders on the product vision and roadmaps.
- Requirement Elicitation & Analysis: Consult with multiple business and operations stakeholders to elicit, define, analyze, and document requirements, converting business problems into complete user stories for backlog prioritization.
- Performance Optimization & Troubleshooting: Lead proactive monitoring, advanced troubleshooting, and performance analysis of contact center systems, taking ownership of escalated technical issues and implementing enhancements to prevent recurring issues.
- Project Management: Lead contact centre related projects, managing timelines, resources, and deliverables.
- Governance & Compliance: Prepare and support key technical artifacts to comply with IT Governance, Risk Management, Security, Compliance, and Legal requirements and ensure security measures are put in place to protect sensitive customer data.
- Vendor & Portfolio Management: Help manage relationships with third party vendors and evaluate technology partner solutions to ensure optimal delivery.
- Training & Development: conduct training sessions for the contact centre team and other relevant stakeholders, fostering a culture of continuous learning within the team.
So are YOU our next Senior Systems Engineer? You are if you…
- Have a University degree in Computer Science, Information Technology, or an equivalent combination of education and practical experience.
- Have 6 8 years of experience working as a Business Systems Analyst, Business Analyst, or Technical Analyst within the financial services industry.
- Have 5+ years of experience in large scale technology implementations across an organization.
- Have 3 5 years of experience gathering operational insights and designing solutions for contact center technologies (telephony, agent desktop, IVR, etc.).
- Have strong knowledge and expert level experience with Genesys Cloud CX, Engage Cloud, and Decagon (Chat AI) solutions.
- Have a good technical understanding of working with REST APIs, SOAP APIs, and cloud computing services (specifically GCP).
- Are proficient in workflow design and documentation skills, including: decision diamonds, decision trees, decision tables, state machines.
- Have experience creating and maintaining a variety of artefacts including: user stories, epics and product backlog items; business case, proposal, requirements (BRD, SRD), use cases; conceptual data models, workflow diagrams, solution intents; presentations for senior management, executives or busin
- Have excellent interpersonal, verbal and written skills and the ability to interact with multiple levels of stakeholders.
- Have excellent time management and organizational abilities that facilitate structured teamwork.
Compensation Information
- Base salary range: CAD 120,000 CAD 130,000
- The final compensation package will be commensurate with the successful candidate's experience, skills, and geographic location (Canada). It includes a comprehensive benefits plan and a competitive incentive (bonus) program for Full Time Permanent roles.
What’s in it for you as an employee of QFG?
- Health & wellbeing resources and programs
- Paid vacation, personal, and sick days for work life balance
- Competitive compensation and benefits packages
- Work life balance in a hybrid environment with at least 3 days in office
- Career growth and development opportunities
- Opportunities to contribute to community causes
- Work with diverse team members in an inclusive and collaborative environment
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