Full Stack Web Developer / CX Designer – Customer Care Operations
Job Title: Full Stack Web Developer / CX Designer – Customer Care Operations
About Genesys:
Genesys® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in more than 100 countries trust the industry’s #1 customer experience platform to orchestrate omnichannel customer journeys that eliminate silos and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions.
About Customer Care Operations:
Genesys Customer Care Operations is about enabling our Customer Care organization to be more productive, work more efficiently, and deliver world-class service to Genesys customers. The Customer Care Operations team’s primary job is to enable the Customer Care organization to do their best work and Not be distracted or delayed by problems with tooling, processes, or data. We strive to leverage best of class industry software and technologies to enable intelligent automation and self-service capabilities.
Job Summary
Responsible for developing, testing, implementing, and maintaining web-based systems, such as user interfaces, REST APIs, and systems automation. Troubleshoots and solves software issues as it applies to Customer Care related websites and interfaces. Researches technical problems and suggests improvements for web applications. Knowledge about commonly used web development languages is necessary.
Major Responsibilities/Activities
- Design, build, and maintain efficient, reusable, and reliable code, both in front-end and server-side technologies
- Develop and integrate front-end elements with server-side logic
- Identify bottlenecks and bugs, and devise solutions to these problems
- Work with QA, Systems Integrators, other developers and product management to build innovative products
- Drive continuous adoption and integration of relevant new technologies into design
- Provide high level support; resolve problems and answer questions related to applications
- Create and maintain documentation of processes and applications.
- Ensure application development tasks are completed in a timely manner to maintain a high level of customer satisfaction.
- Ensure compliance with defined SLAs and development, maintenance, and testing of applications
- Maintain effective change management policies and practices
Minimum Requirements
- B.S. Degree in CIT, CS, or other related fields; or 4 years equivalent experience
- Proficient with front-end technologies including HTML, CSS, Java, and JavaScript
- Experience with service-side technologies such as PHP, Python, Java or Ruby
- Experience with WordPress and/or MediaWiki
- Experience and/or understanding of Salesforce Communities and Visualforce pages desired
- Adequate knowledge of relational database systems, Object Oriented Programming and web application development
- Understanding and experience in concepts such as Agile, Continuous Integration and Delivery, Automated Testing, DevOps and database architecture
- Ability to write clean, readable code
- Excellent written and verbal communication skills
- Process driven and strong analytical skills
- Excellent organization skills. Detail oriented
- Ability to work independently, take initiative, be proactive and resourceful
- Creative and critical thinking skills
- Flexible and adaptable
Work Context
- Communicates regularly with colleagues and management
- Uses computer frequently
About Us:
Genesys® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in more than 100 countries trust the industry’s #1 customer experience platform to orchestrate omnichannel customer journeys that eliminate silos and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. Connect with Genesys via www.genesys.com, Twitter, Facebook, YouTube, LinkedIn, and the Genesys blog.
Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.
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