Job Title:

Senior Operational Support Analyst - Contact Center Technology & Operations

Location:

Block 23

What you'll do:

As a Support Analyst, you'll provide SME expertise in your respective domain as well as adjacent domains to ensure solutions are operational, safe, secure, compliant and reliable. You'll identify development and support needs as well as take on large and complex design responsibilities supporting project tasks. You'll also engage with project and business sponsors refining operational support requirements and objectives of targeted solutions. You will facilitate dialogue and activities, and work to ensure team collaboration, including teams outside of your domain. In this role, you'll also develop the operational support skills of one more junior engineer and may lead one engineer as the platform and operating model mature.

The successful candidate will bring a balanced mix of business understanding, deep technical engineering capability, and strong operational support acumen. The individual will partner with product, engineering, operations, infrastructure, security, risk, vendors, and business stakeholders to support the release, hyper care, incident/problem management, change governance, service stability, user access management, and ongoing platform optimization.

• Provide senior-level operational support for the Genesys Cloud platform, including production issue triage, root cause analysis, incident/problem management, change support, release coordination, service restoration, and continuous improvement of platform stability.
• Build comprehensive measurement dashboards that give performance insight into key applications of the bank, including business outcomes, service health, platform availability, operational performance, incident trends, and user experience indicators.
• Work independently or sometimes with architecture team counterparts to lay out the final documentation required for proper ongoing reference of the given solution, including physical and logical layouts with cross reference to use case models while enforcing standards, as well as assisting in the modification or buildout of procedures, runbooks, knowledge articles, and support playbooks that support areas of operations across IT.
• Implement safety procedures and data recovery plans. Develop user manuals, runbooks, support procedures, escalation paths, policies, procedures, and safety protocols to ensure the platform can be operated consistently and reliably.
• Ensure adequate risk management and security processes/controls are established and maintained in alignment with the risk appetite for the Bank, as well as applicable regulatory and enterprise risk management expectations.
• Partner with business, operations stakeholders & third-party resellers to understand contact center processes, service expectations, pain points, and production support needs; translate those needs into scalable Genesys Cloud platform capabilities and measurable operational outcomes.
• Drive production readiness and operational acceptance for new capabilities, including monitoring, alerting, logging, disaster recovery considerations, support handoff, knowledge transfer, and post-implementation hyper care.
• Expert in Agile/Scrum best practices and principles & work closely with product owners, business analyst, engineering team ingesting backlog & promote agile ceremonies such as sprint planning, daily stand-ups, sprint reviews, and retrospectives.
• Align transformation efforts with banking regulations, ensuring all processes and systems meet compliance requirements.

What you'll need:

• 8+ years of related experience in contact center operational & engineering support.
• Bachelor's degree in related field required, Masters or MBA in related field preferred.
• Previous leadership experience preferred, including mentoring engineers, providing technical direction, and leading one or more contributors in a platform engineering or support capacity.
• Advanced to expert knowledge of general Financial Services or Banking is preferred.
• Advanced to expert knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices.
• Strong knowledge of Genesys Cloud contact center technologies and connected enterprise platforms including backend telephony infrastructure architecture.
• Familiar with Genesys Cloud basic & advanced AI features promoting AI enablement, automated deployments utilizing CI/CD with Azure DevOps pipelines & Terraform promoting CX as Code.
• Familiar with Genesys Cloud & Dynamics365 CRM, ServiceNow integration design & architecture operationalizing end-to-end service solutions.
• Strong operational support background for enterprise platforms, including use access management, incident management, problem management, change management, release support, operational monitoring, service reporting, root cause analysis, runbook development, and production support handoff.
• Demonstrated ability to balance business outcomes, technical solution design, and operational stability for a mission-critical customer communication platform.
• Advanced speaking and writing communication skills, including the ability to communicate platform health, operational risk, business impact, and technical tradeoffs to business, technology, and leadership audiences.
• Experience working in an onshore-offshore model and coordinating support coverage, handoffs, and escalation across distributed teams.
• Genesys Cloud Certifications are a huge plus.

Benefits you’ll love:
We offer all the important things you'd want — like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you’ll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!