We are seeking a highly skilled Technical Lead with 5 to 7 years of experience in Genesys AWS Nice and Service Cloud Voice. The ideal candidate will have a strong background in Finance & Accounting and Utilities domains. This role involves leading technical projects ensuring seamless integration of systems and optimizing performance to drive business success.
Cognizant’s ‘Customer service Transformation’ team is part of Cognizant’s Enterprise Platform Services (EPS). This is transforming rapidly, thanks to expanding digital technologies, AI-driven self-service, and the adoption of cloud. Contact centers have re-shaped into experience centers that deliver pro-active, hyper-personalized services. At Cognizant, you will join a dynamic team that helps create a contact center that remodels traditional customer journeys, selects the right platforms and infuses next-gen technologies to drive better business outcomes for our clients.
Role: Genesys AWS Nice Engineer
Location: Costa Mesa, CA.
Experience: 8+ Years
Salary and Other Compensation:
The annual salary for this position is between $100,000/Year to $115,000/Year depending on the experience and other qualifications of the candidate.
This position is also eligible for Cognizant’s discretionary annual incentive program and stock awards, based on performance and subject to the terms of Cognizant’s applicable plans.
Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan
Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Responsibilities
Lead the design and implementation of technical solutions using Genesys AWS Nice and Service Cloud Voice.
Oversee the integration of these technologies within the Finance & Accounting and Utilities domains to ensure seamless operations.
Provide technical guidance and support to team members to enhance their skills and project outcomes.
Collaborate with cross-functional teams to gather requirements and develop effective technical strategies.
Ensure the scalability and reliability of systems by conducting regular performance assessments and optimizations.
Develop and maintain comprehensive documentation for all technical processes and solutions.
Monitor and troubleshoot system issues to minimize downtime and ensure smooth operations.
Implement best practices for security and data protection across all technical solutions.
Drive continuous improvement initiatives to enhance system performance and user experience.
Coordinate with stakeholders to align technical solutions with business objectives and goals.
Conduct regular training sessions for team members to keep them updated with the latest technologies and best practices.
Manage project timelines and deliverables to ensure timely completion of all technical tasks.
Evaluate new technologies and tools to recommend the best solutions for the companys needs.
Qualifications
Possess a strong understanding of Genesys AWS Nice and Service Cloud Voice.
Demonstrate expertise in Finance & Accounting and Utilities domains.
Have excellent problem-solving skills and the ability to troubleshoot complex technical issues.
Show proficiency in developing and implementing technical strategies.
Exhibit strong leadership and team collaboration skills.
Have experience in conducting performance assessments and optimizations.
Display knowledge of security and data protection best practices.
Be adept at managing project timelines and deliverables.
Must Haves:
AWS Certified Solutions Architect Genesys Certified Professional Service Cloud Voice Certification
