Senior Genesys Engineer

Posted Date:2/22/2018 4:31:02 PM
Job Type: Full Time
Req #: JR-11200
Location: Greenwood Village, CO
Job Category:Information Technology

Job Summary:

Who we are.
We’re fans who help fans everywhere get in to the live events they love.  A proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favorite artists, teams, and shows, and we continue to shape innovation every day. We’re not just selling tickets (though we do that better than anyone else), we’re enriching lives one amazing experience at a time. And we think that’s pretty amazing. If you’re passionate about the magic of live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.

Why you should work with us.
Our biggest investment is in our people. We offer comprehensive health benefits and 401k matching, student loan assistance, plus career-boosting opportunities like tuition reimbursement and targeted development sessions to help all eligible employees thrive. At Ticketmaster, expect the fast-paced excitement of a startup with the rock-solid support from an industry leader – with plenty of ticket perks on the side.

See what it’s like working at Ticketmaster.


The Senior Genesys Engineer will be primarily responsible for stabilizing and developing Ticketmaster’s Global Contact Center Genesys implementation.  The ideal candidate will have a strong background troubleshooting and developing complex Genesys environments for large call center implementations.  The successful candidate will be very Genesys-centric, however, they will need to have a broad understanding of how the Genesys solution works with numerous other call center technologies such as GVP, Nuance, Audicodes, etc.

Daily duties will include technical support of the Genesys Platform, identifying and fixing problems at the root, development of new features and enhancements, maintaining an upgraded and stable Genesys Platform, providing general guidance to junior engineers, and development and training of technical staff.

Essential Duties & Responsibilities:

  • Expertise in the Genesys Call Routing platform, including but not limited to the following features:  On Premise Routing, Multi-media (including voice, chat, email, and social), Reporting platforms (Icon, Infomart, and CCPulse), Infrastructure, and Integration with non-Genesys products.
  • Find and fix issues at the root, ultimately leading to a more stable environment and better documented and planned releases.
  • Assist in defining, scoping, planning, documenting, and properly executing new Genesys features and products.
  • Define schedule and process for upgrading Genesys applications striving towards keeping our environment up to date on bug fixes and feature releases.
  • Documentation of repair, troubleshooting, and new features.
  • Train and mentor more junior staff to help them grow and progress into a higher level position.
  • Participate in a rotating on-call rotation.

Required Skills:

  • 5-7+ years Genesys experience supporting, troubleshooting, stabilizing, maintaining, upgrading, and developing Genesys CIM framework.
  • Strong troubleshooting, and log reading skills. Emphasis on URS, SIP and MCP
  • Hands on experience routing multimedia/eServices and Voice.
  • Expertise developing data driven, skill, and threshold based strategies.
  • Strong background working with Genesys Voice Platform (GVP)
  • Understanding of how to leverage external data from web services, and third party integrations.
  • Strong familiarity of a couple Genesys products(IRD, ORS, SDK, Composer, Framework etc)
  • Experience with the Genesys Platform SDK, Java or Javascript.
  • Good communication skills with an aptitude for knowledge transfer and providing guidance to more junior team members.
  • Excellent documentation skills

Preferred Experience and Certification:

  • Understanding and hands on experience working with automation and containerization technologies (AWS, Docker, Ansible, Terraform, etc.)
  • Experience leveraging external CRM data sources
  • Genesys engineering certifications
  • Experience with global Genesys deployments
  • Experience working in an Agile environment leveraging JIRA for task management
  • Experience with GIT or similar source code management

Physical Requirements/Work Environment

Sits for extended periods of time at a computer station or work desk; stands and walks regularly throughout the day; uses hands and fingers to operate computers and office equipment for up to 8 hours each day; lifts up to 10 pounds regularly; exposed to typical office environment conditions and noise levels.

Equal Employment Opportunity

Live Nation Entertainment strongly supports equal employment opportunity for all applicants regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, sexual orientation, genetic information, or any other characteristic protected by state or federal law.

Hiring Practices

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Live Nation Entertainment recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Live Nation Entertainment may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, Internet recruiting, job fairs, college recruiting and search firms.

This job description is a summary of duties that are expected to be performed. Duties outlined on this job description may not be all-inclusive, and can be modified at any time if requested by management.

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