Job Description:

Headquartered in Atlanta, GreenSky is among the top 3 most valuable U.S. financial technology companies established since 2000, and our $1.0 billion Initial Public Offering marked the largest U.S. Technology IPO of 2018. Our mission is simple. We power commerce. Our highly scalable, proprietary technology platform enables over 12,000 merchants to offer frictionless promotional payment options to consumers at the point-of-sale, driving increased sales volume and accelerated cash flow. Our bank partners leverage GreenSky's technology to provide loans to super-prime and prime consumers nationwide. Since our inception, over 1.7 million consumers have financed over $12 billion of commerce using our paperless, real time "apply and buy" technology. For more information, please visit ensure you read the below overview and requirements for this employment opportunity completely.Looking for great talent to help us continue our rapid growth!Position: Genesys PureCloud (Genesys Cloud) EngineerLocation: Atlanta, GAOverview: GreenSky seeks to recruit a Genesys PureCloud (Genesys Cloud) Engineer to assist in the design and delivery of new features, functionality of the GreenSky IVR and ACD platforms. GeneralStrong verbal/written communication & facilitation skills. Must be able to help business counterparts in finding optimal solutions and to communicate clearly with peersAbility to take a requirement document, work through any ambiguity and follow through to implementationStrong analytical and problem-solving abilitiesAbility to understand complex architectures and be comfortable working with multiple teamsStrong work ethic and a team playerEnthusiasm toward technology, willingness to learnDuties & Responsibilities:Responsible for design, staging, configuration, implementation and support of IVR/ACD scriptsServes as resident expert for PureCloud (Genesys Cloud) capabilities and changes by evaluating/validating work requests, documenting requirements and laying out design artefacts for implementationProvides day-to-day support, proactive maintenance and performs independent complex IVR system troubleshooting and perform root-cause analysisPerform unit and quality assurance testingSupport customer acceptance testing activities and troubleshoot/correct any issuesAssist the Telecom and other infrastructure teams in planning, design, tasks and projects as neededRequired Skills & Qualifications:Have a comprehensive telephony background and thorough understanding of SIP, VoIP, & QoSExperience in chatbots (Lex, Dialog Flow and Nuance)5+ years of practical, hands-on experience maintaining large (250 agents plus), multi-site, complex contact center environmentsExperience administrating and supporting PureCloud (Genesys Cloud)Proven track record of developing and delivering architect flows, Scripts and IVR/ACD Attendant scriptsExperience with contact center technologies (e.g., ACD, dialer, call recordings, WFM etc.)Understanding of supporting technologies such as remote and virtual desktop management, VoIP, storage, backup, web, middleware, database, Active Directory, and other technologies needed to operate customer contact centersGood knowledge of customer service methodologies and best practices for a service organization focusing on contact centers and contact center key metrics1-10 years' experience supporting and enhancing enterprise-wide telephony and contact center solutionsUnderstanding of business processes and how they relate to customer experience technologyStrong architecture & systems planning skillsWell versed with omni-channel technologiesExtensive knowledge of infrastructure planning and operations, design and deployment, as well as system life cycle management PREFERRED EXPERIENCE:Genesys Cloud certifiedExpertise in PureCloud API'sExpertise in Chatbot Expertise in Architect flowsSIP and H323 troubleshooting experienceDevelopment skills/certificationsJava/JavaScriptHTMLREST WEB ServicesPureCloud API'sMicrosoft SQL ServerWeb-services, 3rd party APIsEDUCATION:Bachelor's degree in information sciences, engineering, or equivalent years of industry experiencePROFESSIONAL CAPABILITIES:Driving ResultsWorks to achieve goals while overcoming obstacles and/or planning for contingenciesActs with passion, confidence and conviction in achieving goals and reaching targetsCreates a level of expectation around quality that sets the standard for the team they operate in. Checks the work of self and others against those quality standardsCollaborating and InfluencingNegotiates with a genuine give-and-take approach, acting as a true partner and sharing in decisions and outcomesIdentifies opportunities to build relationships that will help others achieve their objectives and reaches out to those people to connect the dots and create new opportunities for shared successGreenSky is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal, state, or local law.