Upgrade is a fintech unicorn founded in 2017. We are the fastest-growing company in the Americas (Financial Times). In the last five years, over 15 million people have applied for an Upgrade card or loan, and we have delivered over $10 billion in affordable and responsible credit. Our innovative Upgrade Card is the fastest growing credit card in America (Nilson Report). Combining the flexibility of a credit card with the low cost of an installment loan helps us redefine banking.

Upgrade has been named a “Best Place to Work in the Bay Area” three years in a row, one of the “Top Companies to work for in Arizona”, and we have received awards for being a best company for Diversity, Women, Culture, and Veterans.

We are looking for new team members who get excited about designing and delivering new and better products to join a team of 900 talented and passionate professionals. Come join us if you like to tackle big problems and make a meaningful difference in people's lives.

The Genesys Senior Engineer will be primarily responsible for the architecture and development of omnichannel solutions with the newly implemented Genesys system. This includes the configuration, management and enhancement of the system. The ideal candidate will have strong experience with call center systems administration, as well as prior experience in a customer service environment.

Responsibilities

• Responsible for architecting, implementing, developing, testing, and supporting new contact center projects or solutions on the Genesys Cloud platform
• Drives project progression and completion on initiatives critical to the growth of the contact center on the Genesys Cloud platform
• Effectively communicates with the team, operations, business, and technology leadership on project needs, decisions, and status.
• Works with others on the Genesys team to maintain and execute day to day operations
• Advises on evolving availability of Genesys Cloud services and technologies to best meet the needs of the organization as we grow
• Works in partnership with other technical operations and development teams to achieve the needs of the contact center and business
• Troubleshoot and resolve issues with the Genesys Cloud platform with minimal disruption to the contact center operations, sometimes providing on-call support or after-hours change management availability

Qualifications

• [Strongly Preferred] Hands-on experience with Genesys Cloud, or demonstrated Certified Genesys Engineer, including Interaction Flow Design, Interactive and Predictive Routing, Outbound Contact Management, System Configuration and Administration, etc. in a fully omnichannel environment. Preferably with direct employment for a dedicated contact center client
• [Required] 5 plus years of related professional experience in Contact Center technologies
• [Preferred] Experience in the fintech or financial services industry a plus
• Strong knowledge of configuration, implementation, testing, troubleshooting methodologies
• Integration experience with CRMs a plus
• Well organized individual with a high capacity for a heavy workload of various topics, in support of a very fast growing company
• Comfortable with a fact pace environment, where priorities may be constantly in flux
• Strong collaborative nature and ability to communicate effectively with wide audiences across business and technical peers and leadership
• Strong analytical and problem solving skills; oriented to wanting to resolve business needs and results

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.