This position involves designing, implementing, and optimizing customer engagement systems, particularly focusing on Genesys Cloud CX and Multicloud CX solutions. The role requires ensuring alignment with business requirements while maintaining high availability and scalability of contact center solutions. The engineer will also support automation and DevOps initiatives to enhance deployment efficiency and platform reliability. Collaboration with various teams to integrate contact center systems with CRM and analytics tools is essential.

• Bachelor’s degree in Computer Science, Engineering, Information Technology, Information Systems, Information Science, or a closely related field, or a Master’s degree with relevant experience.
• Three years of experience as a Senior Software Engineer/Developer supporting contact center and telephony products, or one year with a Master's degree.
• Demonstrated expertise in designing, developing, testing, and troubleshooting contact center platforms using Genesys tools.
• Experience in architecting and deploying scalable contact center infrastructure and implementing disaster recovery strategies.
• Familiarity with DevOps concepts and CI/CD pipelines, including tools like Jenkins, Ansible, and Terraform.

• Design and implement system architecture for high availability and scalability.
• Monitor and optimize system performance to ensure minimal downtime.
• Troubleshoot and resolve complex technical issues across hardware, software, and network layers.
• Document system configurations and procedures for internal use and training.
• Conduct root cause analysis for service disruptions affecting customer experience.
• Develop automation scripts and tools to streamline operations and improve system reliability.
• Support and perform all phases of testing leading to implementation.
• Establish project plans for projects of moderate scope and complexity.

• Fidelity offers competitive compensation, annual bonuses, retirement contributions, comprehensive healthcare coverage, parental leave, tuition assistance, wellness programs, and extensive professional development opportunities.