The Bank sponsors individuals for TN and H-1B transfers on a case by case basis. Please note that this position is not open to anyone on a H-1B or F-1 student visa including those eligible for CPT/OPT or the Stem OPT extension.
This role follows a hybrid work schedule; offering the flexibility to work remotely two days a week, while providing the opportunity for onsite and in person collaboration the other three days.
Extensive experience with Genesys Cloud CX is required for this role.
Overview:
Provides Genesys Cloud CX & Omni-channel solution designs, development and implementation support. Influences technical direction in the development of new or existing applications to solve basic to complex problems or enhancements. Serves as a principal application designer for major modifications effectively using analytical and technical skills and available technology and tools in the evaluation of client requirements and processes. Provides solutions that are technologically sound. May complete day-to-day support activities and special projects. Often directs and monitors the activities of less experienced personnel and provides mentoring/coaching support to junior resources as needed
Primary Responsibilities:
- Specialize in Genesys Cloud CX voice & digital channel configurations/implementations related to Agent Assist/Copilot, Email, voice Bot, messenger, and integration with ancillary systems as needed (Salesforce CRM).
- Complete and oversee basic to complex systems analysis, design and development. Play a key role as an individual contributor on complex projects. Maintain an excellent functional understanding of the supported application(s).
- Direct and monitor less experienced resources and coordinate development tasks on small to large scope projects.
- Prepare and support the technical dependencies for our team backlog items related to our EPIC and stories associated with the new features requested.
- Participate with other Development, operations and Technology staff in overall systems development direction from technical analysis to user acceptance testing.
- Prepare and review test data and execute detailed test plans. Complete any required debugging.
- Evaluate and understand complex interrelationships and effects among programs, interfacing applications and platforms. Provide highly analytical consulting and leadership in identifying and implementing new uses of information technologies to assist business units in meeting strategic objectives.
- Prepare thorough, clear technical and functional specifications and update systems documentation. Prepare charts, tables and diagrams to assist in analyzing problems. Review documentation prepared by less experienced staff.
- Prepare and review assessments to include required tasks, estimated time frames and effort for any scope project.
- Maintain efficient operation and effectiveness of supported applications.
- Recommend new technology, policies or processes to benefit the organization and improve deficiencies. May lead or participate in technical evaluations of vendor software.
- Follow and promote/influence use of development standards and procedures.
- Maintain a good understanding of the business being supported and its functions, processes, operations and strategic direction.
- May assist in developing expense and capital budgets.
- Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Identify risk-related issues needing escalation to management.
- Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
- Complete other related duties or projects as required, which may include playing a lead role in due diligence, cost/benefit analysis or business study activities.
Scope of Responsibilities:
The position works under supervision of the Technology Team Lead. The jobholder is competent to work independently on all high level systems analysis and technical phases of development. The position is capable of managing the activities of others on a project basis for small to large scope efforts and may lead project activities. The jobholder monitors staff performance on assigned projects relative to their overall abilities and effectiveness in completing projects within schedules. The position interacts with senior management, other technology personnel, clients and vendors. The jobholder provides backup to higher management as required and may be called on to serve as a technical representative on committees, ad-hoc projects, etc.
Education and Experience Required:
Minimum of an Associate’s degree and 5 years’ systems analysis/application development experience, or in lieu of a degree, a combined minimum of 7 years’ higher education and/or work experience, including a minimum of 5 years’ systems analysis/application development experience
- Genesys Cloud CX voice & digital omnichannels development experience using Architect and more advanced features with agent assist/copilot, scripting for screen pop integration and SMS, Email, BOTs hands on experience
- Experience with Genesys Cloud CX Support with moves adds and changes
- Experience with Genesys Cloud CX Incident Management support with end user connectivity issues and cloud issues
- Agile team experienced desired using Jira and ServiceNow
- Experience with providing Visio call flow design update support as needed for changes
- Familiar with application development software and hardware platforms
Education and Experience Preferred:
Good understanding of the Bank’s application framework
Subject matter expert in business with knowledge or experience utilizing application/system being supported
Advanced understanding of applications supported with a sound knowledge of interfacing/integrated applications
Ability to work in a team environment as well as autonomously
Ability to multitask for various components of complex projects
Action-oriented
Pro-active
Advanced knowledge and focus of the entire system to work on projects outside of normal business-as-usual (BAU)
M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $93,581.10 - $155,968.51 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.
M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $93,581.10 - $155,968.51 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.LocationBuffalo, New York, United States of AmericaSimilar Jobs
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What We Do
M&T Bank is a multi-state community-focused bank serving New York, Maryland, New Jersey, Pennsylvania, Delaware, Connecticut, Virginia, West Virginia and Washington, D.C. Founded in 1856, the company provides banking, investment, insurance and mortgage financial services to more than 3.6 million consumer, business and government clients.
