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.
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
Cognizant 是一家提供平等就业机会的雇主。在招聘过程中，您的申请和候选资格不会因种族、肤色、性别、宗教、信仰、性取向、性别认同、国籍、残疾、遗传信息、怀孕、退伍军人身份或任何其他受联邦、州或地方法律保护的特征而受到影响。
