Principal System Development/Genesys SME – Gainwell Technologies – Madison, WI

Gainwell Technologies

Gainwell Technologies

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Job Description:

Job Description


  • Responsible for Contact Center platform configuration, development, customization, integration, and technical documentation
  • Designs and develops solutions using Genesys Engage Cloud platform
  • Work with business analyst and technical leads to develop customer experience center platform requirements
  • Responsible for development, tests/debug programs, and maintains/supports deployed interfaces
  • Perform Proof of concepts as needed
  • Participates in technical design, development and implementation of application systems.
  • Writes documentation that describes installation and operating procedures.
  • Writes new programs of moderate complexity and scope, working with basic applications systems designs and specifications and utilizing standard procedures and techniques.
  • As appropriate; designs and codes business process models; designs and codes business rules and algorithms.
  • Assists in developing application specifications.
  • Share knowledge with others, internal or external.


  • Hands-on experience in Genesys Engage Cloud platform and its capabilities including (but not limited to):

o GAX/Agent Setup
o Designer
o Pulse
o Genesys Workforce Management
o Genesys Soft Phone
o Survey
o Quality Management

  • Call Routing strategy development using Composer and JavaScript
  • Java development, including RESTful web services
  • Experience creating and deploying Rules in GRAT/GRE
  • Experience with deployment of Solution Definitions via GAX
  • Ability to audit the current routing strategy and make suggestions to reduce complexity, increase efficiency, and also to develop new features and tackle user stories as they are assigned.
  • Comfort with analyzing logs including ORS, URS, TServer, SIP Server, etc.
  • Ability to troubleshoot call flows and infrastructure configurations to find root cause for issues such as calls disconnecting, calls arriving to the incorrect agent or queue, etc.
  • Team player with excellent communication skills – we work very closely with our Product Owners, Business Analysts, and certainly, our QA team.
  • Ability to brainstorm and communicate technology ideas and issues to technical and business teams
  • Knowledge of voice networks including switching, messaging, signaling, call routing strategies
  • Understand business requirements and be able to design the logic of routing application taking into consideration all the needs including reporting
  • Strong Troubleshooting Capabilities at Tier 3 level or beyond
  • Should have some familiarity with SIP media gateways and Oracle Session Border Controllers.
  • Strong programming experience with implementing API/Web Services
  • Database knowledge pertaining to SQL and GCXI
  • Experience integrating Genesys Engage Cloud with other solutions and platforms
  • Excellent analytical, communication, organizational and problem-solving skills coupled with a strong work ethic

Education and Qualifications

  • Bachelor’s degree or equivalent combination of education and experience
  • Bachelor’s degree in software engineering, computer science or related field preferred
  • Twelve or more years of product design and support or systems development experience
  • Experience working with software development methodologies, software development life cycle, design and implementation
  • Experience working with product systems design principles and company application development policies and procedures
  • Experience working with appropriate programming languages, operating systems, hardware and software
  • Experience working with company software and hardware products and related business issues that may impact overall business plans
  • Experience working with relational databases, mainframes, scheduling software and other related technologies, and firewall theory and configuration
  • Experience working with the entire development process, including specification, documentation and quality assurance

Other Qualifications

  • Strong analytical and design skills at multiple product level
  • Strong communication skills to communicate with customers, support personnel and management and for providing documentation to relevant parties
  • Strong problem solving skills for design and debugging of products and good data analysis and software testing skills to test modifications and enhancements
  • Good leadership skills to train, guide and direct work of less experienced specialists
  • Strong creative thinking and design skills
  • Strong skills in research and analysis, project planning and implementation
  • Ability to work independently and as part of a team
  • Ability to handle multiple tasks simultaneously and switch between tasks quickly

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