Senior Software Engineer, CCaaS

* Design and develop software and improve existing code to make it more efficient to detect bugs in the code
* Write unit-tests and validate your software against acceptance criteria
* Author, apply and advocate for team coding, documenting and testing standards
* Conduct impact analysis to proactively identify impact of a change across multiple applications
* Learn the business process domain to better support the business
* Experiment and test ideas, validate assumptions against needs, reach conclusions and recommend solutions
* Lead code reviews and communicate application changes
* Document code and projects so others can easily understand, maintain and support
* Debug the problems which arise in production and propose effective solutions within the application and across multiple applications
* Read, write and review design documents
* Contribute to team's sprint commitments and actively participate in our Agile practices
* Lead continuous learning activities to improve design and code quality as well as to increase application domain knowledge
* Participate in the talent selection process
* Guide and review the code, designs and documentation of less experienced software engineers
- This position will work from home; occasional planned travel to an assigned Southfield, Michigan office location may be required.  However, this position is permitted to work at a Southfield, Michigan office location if requested by the team member
* ** Customer Empathy:
** Customer Empathy is the ability to understand the perspectives, pain points, and experiences of customers. It involves actively putting oneself in the customer’s shoes, comprehending their needs and challenges, and using that understanding to provide a better, more customer-centric experience.
* ** Engineering Excellence:
** Engineering Excellence is about bringing great craftsmanship and thought leadership to deliver an outstanding product that delights customers and solves for the business. This involves the pursuit and achievement of high standards, best practices, innovation, and superior solutions.
* ** One Team:
** A One Team mindset refers to a collaborative approach across the organization, where individuals work together seamlessly, without boundaries, as a single, cohesive team. Shared goals, open communication and mutual support create a sense of collective purpose. This enables teams to navigate challenges and pursue shared objectives more effectively.
* ** Owner’s Mindset:
** Owner’s Mindset involves adopting a set of behaviors that reflect a sense of responsibility, accountability, strategic thinking, and a proactive approach to managing your domain. As an owner, you understand the business and your domain(s) deeply and solve for the right outcome for the domain(s) and the business.
* Bachelor’s degree in Computer Science, Information Systems, or closely related field of study; or equivalent work experience
* Minimum 5 years of software engineering experience or comparable depth of experience
* Skilled in developing omnichannel (voice, chat, AI bot) conversational flows using Genesys Cloud CX Architect, data actions and CRM integrations
* Proficent in Genesys Cloud Reporting
* Experience working with Genesys Cloud APIs
* Strong understanding and use of one or more object-oriented programming languages and design patterns
* Practical experience in Software Development Life Cycle (SDLC) including Agile/SCRUM
* Practical experience in data modeling, design and messaging
* Experience working on mission-critical enterprise class applications
* Demonstrated ability to coach and mentor less experienced team members
* Willingness to participate in an on-call rotation
* Experience in the lead role overseeing technical direction of a team of software engineering talent
* Proficient in CI/CD, Docker, Kubernetes, and infrastructure tools such as Terraform or Cloud Formation.
* Experience in Genesys Cloud Reporting API, security, analytics, throttling, caching, logging, request and response modifications
* Experienced with observability platforms like Dynatrace, Datadog, Prometheus, and knowledgeable about SRE best practices.
* Advanced understanding of IDEs, have the…