CCaaS Platform Engineer III (Genesys technology)

Paychex is reimagining how businesses manage their workforce by bringing payroll, HR, benefits, and advisory services together into a single connected HCM platform. As Paychex and Paycor come together, we're combining innovative technology, data-driven insights, AI, and human expertise to help organizations work smarter, support their people, and achieve better business outcomes. This is an exciting time to join our team as we continue to invest in innovation, simplify client experiences, and shape the future of work. At Paychex, you'll have the opportunity to grow your career, make a meaningful impact, and be part of something bigger as One Paychex.

The primary responsibility of the CCaaS Platform Engineer III is to ensure the reliable operation and continuous improvement of the Genesys voice platform through project leadership, system configuration, performance monitoring, technical troubleshooting, and operational support. This position contributes to the design and implementation of AI-driven customer engagement solutions. This includes conversational AI, intelligent routing, virtual agents, and other automated customer interaction technologies, to improve customer experience, service efficiency, and business outcomes. This individual will be required to work with all levels of the organization across various functional disciplines on project execution and problem solving. It is a critical requirement to work in cross-functional teams within IT and business operations, interfacing with operations staff, technology staff, networking staff and application development teams. This role will require a knowledge of vendor management and integration to ensure solutions operate free from defect.

Leads the design and execution of system enhancement projects for the voice platforms, ensuring the changes meet business and technical requirements while maintaining a reliable system Facilitates the use of new technologies and tools to improve the omnichannel platform Configures, tests, and supports the integration of AI capabilities with voice, chat, email, and other omnichannel communication platforms to deliver consistent and seamless customer experiences Collaborates with business partners, vendors, and cross-functional technology teams to identify opportunities where AI can improve service outcomes Provides technical guidance to colleagues and document new, as well as update existing, policies and/or procedures Ensures vendor hardware, software applications and security meet Paychex standards Applies the appropriate standards, processes, procedures, and tools throughout the development life cycle of the voice solutions Applies knowledge of computer hardware and software to be programmed in business applications Corrects program errors, prepares operating instructions, compiles documentation of program development, and analyzes system capabilities to resolve questions of program intent, output requirements, input data acquisition, programming techniques, and controls Works with the development team supporting applications and systems which interface with the voice systems to resolve issues as well as implement improvements Performs certifications on voice technology add on products for multiple applications/solutions Ensures software standards are met and maintained for voice platforms Participates in an on-call (24x7) support structure and is available for after hour and weekend work when the occasions arise Qualifications in Bachelors degree in computer science, information technology, mathematics, or other related technology field or equivalent experience in contact center solutions - Preferred in Effective communication skills (verbal and writing) and ability to address multiple levels of associates and executives with ease - Preferred Must be legally authorized to work in the US without employer sponsorship. 4 or more years of experience in call center operations for support, service and sales with