Lead IT Solutions Developer - Voice Systems (Genesys)

US-IA-Des Moines
Job ID
212732
Category
Information Technology
Requires Non-Compete?
No

Job Summary

In the Lead IT Solutions Developer- Voice Systems role, you will lead system development and the programming for the Genesys platform. You will serve as a subject matter expert for other Solution Developers to ensure the end product aligns with business expectations, development logic meets Wellmark reviews and security preferences. You will utilize established relationships and consults with Wellmark leaders on programming and process improvements enhancements.

 

Core Competencies:

  • Accountability: Owning and taking responsibility for one’s actions.
  • Business Acumen: Understanding industry, market, financial and company specific operations.
  • Collaboration and Communication: Working together; listen to other’s ideas; communicate accurately and concisely.
  • Decision Making: Consider all facts and impacts when making decisions.
  • Focus on the Customer: Consistently doing what is in the best interest of our customer. Leaving a positive impression on the customer by elevating their experience; making it simpler and educating to helping them understand.

Minimum Qualifications Required (all must be met to be considered)

 

  • Bachelor’s Degree or direct and applicable work experience
  • Minimum 7 years of experience to include the following experience:
    • Broad knowledge of the suite of Genesys products (Version 8.x+)
    • Experience with high availability call center technology products including IVR, telephony and call routing platforms
    • Understanding of phone automation/screen pop software built via platform software development kit (SDK)
    • Systems monitoring/automation of monitoring
    • Text to speech synthesis products
    • Understanding of general telecommunications and computer telephony integration (CTI)
    • Large scale voice system deployments
  • Demonstrated experience coaching/mentoring others by providing guidance and feedback to help an employee or groups of employees to strengthen their knowledge and skills to accomplish a task or solve a problem
  • Advanced troubleshooting skills and proven ability to provide innovative solutions to complex issues
  • Thorough knowledge of programming concepts, procedures and practices
  • Experiencing consulting with stakeholders to understand needs with the intention of providing advice and counsel. Also interacting appropriately with others to guide individuals or groups to accomplish work, reach consensus or take action.
  • Demonstrated communication skills: verbal and written - Articulate; Communicates information/concepts clearly and concisely to individuals or groups; delivers presentations suited to the characteristics and needs of the stakeholders/audience. Clearly and concisely conveys written information orally or in writing to individuals or groups to ensure that they understand the information and the message. Listens and responds appropriately to others.

 

Hiring Specifications Preferred

 

  •  Bachelor’s Degree
  • Experience with designing technical architecture, network administration/design
  • Genesys Version 8.x+ 
    • Voice Portal
    • Proactive Notification
    • eServices suite
    • Framework / CIM
    • Infomart
    • Communication Manager
    • Mobile Engagement
    • SIP Server
  • Genesys Version 8.x
    • Outbound Suite
  • Siemens PBX/ACD
  • Nuance Real Speak TTS and Nuance Recognizer 10
  • Virtual Hold Technology
  • Empirix Hammer

Job Accountabilities

a. Lead system development and programming for highly complex programs. Coordinate the preparation, coding, testing, and debugging of complex programs including the analysis and development of work flows.

b. Implement innovative and cost-effective business solutions for multiple applications and systems, utilizing information technology, business and industry trends.

c. Provide training and guidance to programmers. Possesses advanced knowledge of several programming languages, including current complex languages.

d. Analyze, develop, test, implement, document and maintain software and systems that meet Wellmark's evolving business needs.

e. Provide production support for complex research and root cause.

f. Support and adhere to Wellmark software development lifecycle SDLC, operational procedures and development and security standards by following required process.

g. Coordinate with company resources to accomplish integration of products and processes and complex solutions. Provide timely and accurate results, and exceptional customer service.

h. Provide training and mentoring on how to use new or enhanced software or applications.

i. Mentor and train Wellmark Technology staff on developing and implementing solutions.

j. Participate in project proposals, estimates and proof-of-concept activities as needed.

k. Participate in industry/knowledge reference groups and organizational IT related review groups relative to position. Provide direction for enterprise standards. Conduct code reviews and monitor standard adherence.

l. Report issues and status to leader.

m. Other duties as assigned.

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