Genesys Systems Engineer IV

Workforce Classification:

Telecommuter

 

Join Our Team: Do Meaningful Work and Improve People’s Lives 

Our purpose, to improve customers’ lives by making healthcare work better, is far from ordinary. And so are our employees. Working at Premera means you have the opportunity to drive real change by transforming healthcare.

To better serve our customers, we are fostering a culture that emphasizes employee growth, collaborative innovation, and inspired leadership. We are dedicated to creating an environment where employees can excel and where top talent is attracted, retained, and thrives. As a testament to these efforts, Premera has been recognized on the 2025 America's Dream Employers list. Newsweek honored Premera as one of America's Greatest Workplaces, America's Greatest Workplaces for Inclusion, and America's Greatest Workplaces For Mental Well-Being, Forbes ranked Premera among America’s Best Midsize Employers for the fourth time.

Learn how Premera supports our members, customers and the communities that we serve through our Healthsource blog:  https://healthsource.premera.com/.

About the role of Genesys Systems Engineer IV

The Genesys Systems Engineer IV will lead the design, training, and maintenance support of the Genesys platform. Utilizing their comprehensive understanding of the Genesys technology stack and roadmap, the Engineer will mitigate risks related to divisional access, system interoperability, and future design decisions. This Systems Engineer will guide development and/or drive automation/AI solutions to highly complex, enterprise-wide problems that require the regular use of ingenuity and creativity. The Engineer guides others on area objectives, helping set the strategic vision for long-term sustainable solutions across multiple services and acts as a technical liaison, driving technical communities and cross-talk within and outside the division. The Genesys Systems Engineer’s role is essential in supporting the continuing design, build, test, and deployment of new functionalities within the contact center space.

What you’ll do:

• Design, configure, and implement solutions within the Genesys Cloud platform to support business requirements.
• Develop custom integrations, APIs, and call flows to enhance customer and agent experiences in the Genesys Cloud platform.
• Provide technical leadership in troubleshooting, root cause analysis, and resolution of complex issues in the Genesys Cloud platform.
• Support junior engineers by providing mentorship and skill development in the Genesys Cloud platform.
• Advise and act as resource for complex systems projects, evaluate requirements and ensure work aligns with overall systems strategy and direction
• Reassess solutions in process when needed and adapt changes, communicate project status to project stakeholders and/or the IT organization, identify problems and collaborate directly with vendors on solutions
• Develop and build automation for new systems solutions for complex, integrated systems, develop standards and requirements for system alignment and to incorporate best practices, review and provide feedback on complex systems solutions developed by team for implications on other systems
• Identify trends and requirements for future systems operational and functional needs and determine how to incorporate into system development standards, conduct research on software and systems products to justify recommendations and to support purchase efforts
• Prepare modules with complex integration considerations for production, design and build automated deployment (pipelines) use configuration management technology, deploy complex new modules, updates, and fixes within the production environment, troubleshoot standard and interoperability issues that arise during deployment
• Review log files to ensure effectiveness of processes. May collaborate with vendors and IT personnel for problem resolution and interact with vendors, outsourcers, and contractors regarding system-related services
• Build and revise operational processes for systems maintenance and problem-solving, managing problems that arise within systems to ensure mitigations are developed and implemented to reduce likeliness of reoccurrence
• Provide response in adherence to Service Level Agreement (SLA) issues as they arise to ensure system remain functional, document and communicate complex issues/problems to leaders as appropriate, develop and drive automation solutions
• Lead the design and development of processes and tools to improve long term performance and capacity of systems, review implications of multiple inter-related processes and identify ways to optimize performance, capacity and increase automation
• Provide orientation and training to end users for all modified process, provide direction and mentoring to junior engineers, creating and broadly communicating appropriate documentation and best practices
• Participate in knowledge transfer across teams, sharing expertise when appropriate
• Perform other duties as assigned

What you’ll bring:

• Bachelor’s degree in computer science or related field or four (4) years’ work experience. (Required)
• Six (6) years applicable systems engineering or related experience. (Required)
• Knowledge and ability to create automation for replacing various manual tasks. (Preferred)
• Ability to learn and teach devops and laC (infrastructure as code) related principles for creating solutions and building efficiencies. (Preferred)
• Ability to work agile methodologies and processes (i.e, scrum, Kanban, etc.). (Preferred)
• Advanced skills installing, configuring, and troubleshooting operating systems (i.e. Windows Workstation/Server Current Version (N-2), Linux and OS X 10).
• Advanced scripting skills (such as PowerShell (preferred), Batch, Perl, Python, or Java).
• Proven analytical, critical thinking and creative problem-solving abilities.
• Excellent written, verbal, and interpersonal communication skills.
• Ability to communicate complex ideas in both technical and user-friendly language.
• Ability to work in a team-oriented, collaborative environment.
• Advanced experience in the administration and performance tuning of application stacks.
• Experience with virtualization and containerization (e.g., VMware, Virtual Box).
• Solid networking knowledge (OSI network layers, TCP/IP).
• Solid Cloud experience.
• Design, implement or improve security best practices.
• Provide Service Area reviews for security exceptions.
• Develop methods to protect against Threat vectors.
• Strong knowledge of data privacy regulations, compliance.
• Strong project management skills.
• Advanced ability to prioritize and manage tasks effectively.
• Strong customer service orientation.

 

Premera total rewards

Our comprehensive total rewards package provides support, resources, and opportunities to help employees thrive and grow. Our total rewards are more than a collection of perks, they're a reflection of our commitment to your health and well-being. We offer a broad array of rewards including physical, financial, emotional, and community benefits, including:

• Medical, vision, and dental coverage with low employee premiums.

• Voluntary benefit offerings, including pet insurance for paw parents.

• Life and disability insurance.

• Retirement programs, including a 401K employer match and, believe it or not, a pension plan that is vested after 3 years of service.

• Wellness incentives with a wide range of mental well-being resources for you and your dependents, including counseling services, stress management programs, and mindfulness programs, just to name a few.

• Generous paid time off to reenergize.

• Looking for continuing education? We have tuition assistance for both undergraduate and graduate degrees.

• Employee recognition program to celebrate anniversaries, team accomplishments, and more.

For our hybrid employees, our on-campus model provides flexibility to create your own routine with access to on-site resources, networking opportunities, and team engagement.

• Commuter perks make your trip to work less impactful on the environment and your wallet.

• Free convenient on-site parking.

• Subsidized on-campus cafes make lunchtime connections with colleagues fun and affordable.

• Participate in engaging on-site activities such as health and wellness events, coffee connects, disaster preparedness fairs and more.

• Our complementary fitness & well-being center offers both in-person and virtual workouts and nutritional counseling.

• Need a brain break? Challenge someone to a game of shuffleboard or ping pong while on campus.

Equal employment opportunity/affirmative action:

Premera is an equal opportunity/affirmative action employer. Premera seeks to attract and retain the most qualified individuals without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, gender or gender identity, sexual orientation, genetic information or any other protected characteristic under applicable law.

If you need an accommodation to apply online for positions at Premera, please contact Premera Human Resources via email at careers@premera.com or via phone at 425-918-4785.

Premera is hiring in the following states, with some limitations based on role or city: Alaska, Arizona, Arkansas, California, Colorado, Florida, Georgia, Idaho, Iowa, Kansas, Kentucky, Maine, Michigan, Minnesota, Missouri, Montana, Nevada, New Hampshire, New Mexico, North Carolina, Oklahoma, Oregon, South Carolina, South Dakota, Tennessee, Texas, Utah, Washington, Wisconsin.

The pay for this role will vary based on a range of factors including, but not limited to, a candidate’s geographic location, market conditions, and specific skills and experience.

The salary range for this role is posted below; we generally target up to and around the midpoint of the range.

National Salary Range:

$105,200.00 - $178,800.00

National Plus Salary Range:

$119,900.00 - $203,800.00

*National Plus salary range is used in higher cost of labor markets including Western Washington and Alaska.

We’re happy to discuss compensation further during the interview because we believe that open communication leads to better outcomes for all. We’re committed to creating an environment where all employees are celebrated for their unique skills and contributions.