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DIRECTV is seeking a Senior Director of IT Software Engineering who will serve as a subject matter expert in Genesys Cloud. The Senior Director should have a deep domain knowledge of the Genesys Cloud product and/or management/supervision of Genesys Cloud engineers/contractors/pro services. This role will be filled by an experienced technologist in the Customer Management/Telephony systems area, specifically with designing, deploying, and supporting Genesys Cloud – GC3.

Here’s what you’ll do:

Deliver enhancements efficiently and with quality:

• Ensure requirements are inspected and of good quality to enable streamlined execution.

• Manage delivery team members and vendors to ensure efficient execution of prioritized work.

• Participate in planning activities e.g. PI planning, solution syncs, portfolio reviews to anticipate and understand dependencies between enterprise initiatives and the Genesys Cloud platform and other contact center technologies; ensure these dependencies are tracked and prioritized for execution.

• Drive quality with our vendor partner teams in execution; ensure the resources provided are of the appropriate quality, hold delivery vendors accountable for their work, and manage this relationship.

• Participate in resolving technical roadblocks and challenges in delivering enhancements.

Drive delivery excellence for Genesys Cloud:

• Implement modern development techniques, such as CI/CD, deployment automation, and version management.

• Automate regression testing and maintain a high standard for both regression coverage and total test automation rates.

• Evaluate and implement additional quality gates as part of the deployment process, such as compliance checks, static analysis, and security testing (as appropriate).

• Solve challenges with source control management and parallel development through process, home-built tools, or utilization of third-party solutions.

• Ensure good hygiene and usage of DIRECTV development methodologies as appropriate (SAFe, kanban); guide teams to use tools like Jira, align effectively and in a way that permits good visibility to work and risks.

• Drive an environment strategy that provides good isolation between production and pre-production environments, keeping security and stability in mind.

• Implement a multi-org approach for Genesys Cloud configuration promotion; utilize Genesys-recommended solutions (e.g. Terraform provider) or third-party tools to manage configurations and automate deployments.

Technical stewardship and production support:

• Take accountability for production support, defect management and availability of the telephony ecosystem, including Genesys Cloud, networks/circuits, Afiniti, CallMiner, Intradiem, IEX, Qfiniti, QPC, etc.

• Build and maintain production monitoring and alerting solutions to identify issues related to system availability, system performance, and business process success rates.

• Coordinate an aggressive response to resolve production defects and incidents; be the leader on a production outage and gather the resources needed to solve incidents quickly.

• Evaluate the technical implications of enabling features on or reconfiguring our Genesys Cloud instance and recommend/implement mitigations for any risks or challenges.

• Review new capabilities for non-functional implications and watch outs.

• Drive role architecture and least-access permissions to control access and changes to the production and pre-production environments; negotiate roles/responsibilities with internal organizations to ensure that changes can be made safely.

• Build or implement tooling to control configuration changes and provide traceability and rollback capabilities for changes to environments.

• Support our telephony infrastructure; maintain the relationship with our networks/circuits suppliers, drive quality of service and appropriate capacity; understand and troubleshoot problems with our VOIP infrastructure, SBCs, toll-free numbers, etc.

Business stewardship and team leadership:

• Build relationships with vendor teams and contacts; be an expert on the Genesys product suite and be educated on the product roadmap.

• Control costs and identify opportunities for savings and/or valuable investments.

• Manage budgets; review and approve vendor/supplier work orders, invoices.

• Coach team members in technical and soft skills; create a culture that keeps our teams engaged and attracts talent.

• Lead regular staff meetings and hold 1:1s with team members.

What you’ll need to be successful:

• Bachelor’s degree in a technical field, preferably computer science or engineering preferred.

• 3 – 5 years of implementation and operational experience specifically with Genesys Cloud.

• Experience with the following is a plus: Genesys Cloud, AWS, Afiniti, CallMiner, MuleSoft; strong preference for multiple years of experience in a large-scale contact center environment.

• Proficiency with several software development languages and technologies, e.g. Java, C, Python; experience building in, deploying to, and operating software in cloud environments (e.g. AWS).

• Strong knowledge of SBC, transport protocols, and toll-free network management.

• Experience with scaled development in a complex, multi-technology environment.

• Experience with software development methodologies employed at scale, e.g. SAFe; familiarity with multiple flavors of Agile, e.g. kanban, scrum, etc.

• Operations experience in scaled, 24x7 environments; awareness of production support approaches, monitoring frameworks.

• DevOps expertise and ability to drive pipeline-based development, automation, and other modern development techniques.

• Strong analytical and project management skills.

• Tenacity, a bias for action and the ability to overcome obstacles and successfully execute multiple projects simultaneously, at times under extremely tight deadlines.

This role requires a minimum, but is not limited to, approximately 10% travel.

This is a remote position that can be located anywhere in the United States. #LI-Remote

A career with us comes with big rewards:

DIRECTV's compensation structure is designed to be market-competitive and fully supports efforts to attract and retain employees. It is the company's policy to offer pay that is competitive with other employers in the local market. Our salary ranges are determined by role, level, and location.

The Base Salary range displayed below reflects the minimum and maximum target salary for each of DIRECTV's 4 (four) US Labor Market Zones. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

DIRECTV WAGE ZONES: $170,335 - $309,235

Low (N1): $170,335 - $255,455

Mid (N2): $179,300 - $268,900

High (N3): $197,230 - $295,790

Top (N4): $206,195 - $309,235

Click HERE (https://tbcdn.talentbrew.com/company/390/pdf/GeoZone-by-DMA-003.pdf) to review information on some of the largest Designated Market Areas (DMAs). Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the salary ranges reflect base salary only and do not include bonus or benefits - when you consider all of these together, it represents a pretty impressive total compensation package.

Apply today!

DIRECTV employees are expected to always be honest, trustworthy, and operate with integrity. Discrimination and harassment of any kind (including sexual harassment) will not be tolerated. We remain steadfast in our belief for diversity, equity, and inclusion; therefore, we encourage success based on individual merit and ability without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military/veteran status, or any other protected status. DIRECTV celebrates and is enriched by our differences; therefore we fully consider all qualified applicants including, those with a criminal history.