Technical Lead

Job description

Job Summary

Serve as a Technical Lead for Genesys Cloud solutions within a hybrid work model applying deep expertise in quality monitoring speech analytics and APIs to optimize contact center operations in auto claims and property and casualty insurance. Drive high impact technical initiatives that improve customer experience operational efficiency and compliance for a global organization.

Responsibilities

Lead end to end technical design and implementation of Genesys Cloud solutions to support complex contact center workflows for auto claims and property and casualty insurance operations. Oversee configuration and optimization of Genesys Cloud quality monitoring features to ensure thorough evaluation of agent interactions and continuous service performance improvement. Drive development and integration of Genesys Cloud APIs to connect customer communication channels with policy systems and claims platforms in a secure and scalable manner.

Provide hands on guidance in tuning speech analytics models to identify customer sentiment trends and claims related issues that inform business decisions and process enhancements. Coordinate with claims operations and underwriting teams to translate domain requirements from auto claims and property and casualty insurance into robust Genesys Cloud technical solutions. Implement monitoring and alerting mechanisms around Genesys Cloud services and APIs to ensure high availability low latency and rapid incident response in a day shift environment.

Collaborate with cross functional stakeholders to design call flows routing strategies and interaction policies that improve claim handling efficiency and customer satisfaction. Execute structured code reviews configuration audits and documentation updates for Genesys Cloud components to maintain regulatory compliance and technical standards alignment. Analyze interaction data from quality monitoring and speech analytics to propose targeted improvements in claims handling scripts workflows and agent coaching programs.

Guide junior engineers in best practices for Genesys Cloud development integration and troubleshooting while maintaining focus on customer and business outcomes rather than formal people management. Conduct impact assessments and proof of concept activities for new Genesys Cloud features or API integrations that can enhance automation in claims intake and policy servicing. Coordinate hybrid work collaboration using secure tools and standardized processes to ensure consistent progress across onsite and remote team members without travel requirements.

Document solution designs technical decisions and operational runbooks clearly so that support teams can manage Genesys Cloud environments effectively during day shifts.

Qualifications

Apply extensive experience of seven to ten years in enterprise contact center technologies with a focus on Genesys Cloud platforms quality monitoring and speech analytics to deliver reliable solutions. Demonstrate strong proficiency in designing and consuming Genesys Cloud APIs including authentication data mapping and error handling patterns for insurance domain integrations. Bring solid understanding of auto claims processes and property and casualty insurance lifecycles to shape technical configurations that align with regulatory expectations and customer service goals.

Utilize practical experience in hybrid work models to manage time communication and collaboration effectively across distributed technical and business teams. Exhibit proven ability to troubleshoot complex issues in Genesys Cloud environments using logs metrics and analytic insights to restore service quickly and prevent recurrence. Apply knowledge of contact center metrics and key performance indicators to interpret quality monitoring and speech analytics outputs into actionable recommendations.

Show comfort working with enterprise change management and release processes ensuring that Genesys Cloud updates and API changes are deployed in a controlled and documented manner.