CCaaS Platform Engineer III

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.
Overview

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.

Responsibilities

• 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

Live the Paychex Values

Act with uncompromising integrity.

Provide outstanding service and build trusted relationships.

Drive innovation in our products and services and continually improve our processes.

Work in partnership and support each other.

Be personally accountable and deliver on commitments.

Treat each other with respect and dignity.

What's in it for you?

• We value your well-being: We provide over 21 comprehensive rewards, including medical coverage, virtual wellness classes, tuition reimbursement, 401(k) + employer match, adoption assistance, financial assistance, and much more.
• We value your time: From paid time off to company holidays, culture days, and comprehensive work-life balance programs, we will ensure you have the flexibility you need to be your best.
• We value your development: Our award-winning training and development programs empower our employees with ongoing learning opportunities to give you the building blocks to grow your career.
• We value your perspective: Our company culture reflects the diversity of our employees. We want you to be you and your voice to be heard.
• We value our communities: We offer paid time off for volunteerism and promote many company-wide and local initiatives that benefit organizations you care about.

Note: The benefits described apply to full-time employees. Benefits for part-time, contract, and intern roles may vary.
Not sure if you meet every requirement?
At Paychex, we know that great talent comes in many forms. If you're passionate about the role but don't check every box, we still encourage you to apply. You might be the right fit - either for this position or another opportunity with us.
Paychex is an equal opportunity employer. We are committed to fostering a respectful and inclusive workplace where all individuals are treated fairly and evaluated based on their qualifications, experience, and merit. We comply with all applicable federal, state, and local laws prohibiting discrimination in employment.

• 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


• 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 utilization of voice platforms.
• 4 or more years of experience and extensive technical knowledge of contact center solution systems such as Recording, WFM, Omni Channel, Dialer In/Out.
• 3 or more years of experience in infrastructure or application-level vulnerability testing and auditing.
• Knowledgeable in system, network and/or application security related to voice solutions.
• 2 or more years of experience and involvement with development team(s) that delivered commercial software or software-based services (development, QA testing, or security role).
• 2 or more years of experience using SQL Server, Reporting Services Data mining, Business Intelligence (BI), WFM/WFO.
• Consistent implementation of security solutions at the business unit level.
• Advanced knowledge of networking, integrations, and cloud connectivity technologies, including SIP, DNS, APIs, and related communication protocols used to support CCaaS and unified communications platforms.
• Expertise in cloud contact center platforms, including omnichannel routing, ACD configuration, IVR and self-service design, telephony integrations, queue management, and cloud telephony services.
• Knowledgeable in design-driven coding and scripting skills related to voice solutions.
• Ideal candidates will have embedded software or app development experience.
• Creative thinker and goal-oriented, practical problem solver.
• Required to be organized, possessing project management skills, and strong follow-up skills.
• Able to set goals and complete deliverables with minimal direction and/or support, as well as the ability to identify and escalate broader issues as required.
• Self-starter, with the ability to "think outside the box", applying knowledge and experience to ambiguous situations which may require flexibility in decision making to resolve an issue.
• Must be able to work in cross functional team environments, possess good interpersonal skills, while being able to work independently.