Senior Software Engineer/Developer

Position Description:

Designs, implements, and optimizes customer engagement systems, and architects and deploys Genesys Cloud CX and Multicloud CX solutions, ensuring alignment with business requirements and scalability. Configures routing strategies, Interactive Voice Response (IVR) flows, and omnichannel capabilities. Coordinates workflows using Continuous Integration and Continuous Deployment (CI/CD) pipelines and associated technologies. Integrates and maintains contact center platforms -- Genesys, Cisco UCCE, Avaya, or Amazon Connect. Supports automation and DevOps initiatives to improve deployment efficiency and platform reliability, and ensures seamless integration between contact center systems and CRM, workforce management, and analytics tools. Implements disaster recovery and business continuity plans specific to contact center operations. Provides business solutions by developing complex or multiple software applications.

Primary Responsibilities:

• Designs and implements system architecture for high availability and scalability.

• Ensures high availability, scalability, and performance of contact center solutions, while supporting innovation and continuous improvement.

• Monitors and optimizes system performance, ensuring minimal downtime.

• Troubleshoots and resolves complex technical issues across hardware, software, and network layers.

• Ensures system security and compliance with industry standards and regulations.

• Documents system configurations and procedures for internal use and training.

• Conducts root cause analysis for service disruptions affecting customer experience.

• Monitors system performance, troubleshoots issues, and implements corrective actions.

• Develops automation scripts and tools to streamline operations and improve system reliability. 

• Ensures systems adhere to security policies and compliance standards.

• Develops original and creative technical solutions to on-going development efforts.

• Designs applications or subsystems on major projects and for/in multiple platforms.

• Develops applications for multiple projects supporting several divisional initiatives.

• Supports and performs all phases of testing leading to implementation.

• Assists in the planning and conducting of user acceptance testing.

• Develops comprehensive documentation for multiple applications supporting several corporate initiatives.

• Responsible for post-installation testing of any problems.

• Establishes project plans for projects of moderate scope.

• Works on complex assignments and often multiple phases of a project.

• Performs independent and complex technical and functional analysis for multiple projects supporting several initiatives.

Education and Experience:

Bachelor’s degree in Computer Science, Engineering, Information Technology, Information Systems, Information Science, or a closely related field (or foreign education equivalent) and three (3) years of experience as a Senior Software Engineer/Developer (or closely related occupation) supporting contact center and telephony products (Genesys Engage and Genesys Cloud CX).

Or, alternatively, Master’s degree in Computer Science, Engineering, Information Technology, Information Systems, Information Science, or a closely related field (or foreign education equivalent) and one (1) year of experience as a Senior Software Engineer/Developer (or closely related occupation) supporting contact center and telephony products (Genesys Engage and Genesys Cloud CX).

Skills and Knowledge:

Candidate must also possess:

• Demonstrated Expertise (“DE”) designing, developing, testing, supporting, and troubleshooting contact center platform, using Genesys Administrator (GA), Genesys Administrator Extension (GAX), Genesys Composer, Genesys Cloud Architect, and Genesys Developer; and integrating and optimizing omnichannel contact center solutions (voice, chat, email, and SMS) with focus on enhancing customer experience and operational efficiency.

• DE architecting and deploying scalable, secure, and resilient contact center infrastructure on-prem or in the public Cloud, and implementing high-availability and disaster recovery strategies, using Genesys Engage and Genesys Cloud CX.

• DE implementing DevOps concepts using CI/CD pipelines; automating deployment processes using Jenkins, uDeploy, Ansible, and Terraform; and developing and deploying new features in production and non-production environments, using GitHub, JavaScript, Visual Studio Code, Genesys PSDK, and Postman.

• DE supporting operating systems (Windows, Linux, or UNIX) and SQL databases; and working in a scaled Agile framework – Scrum, Agile, Scrum@Scale, JIRA, and JIRA Align.

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Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles. Some roles may have unique onsite requirements. Please consult with your recruiter for the specific expectations for this position.

Please be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.