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Genesys Systems Engineer in Dublin at PayPal

Date Posted: 5/8/2020

Job Snapshot

Job Description

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 305 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

This Sr. engineering position will be responsible for building and maintaining our business systems related to customer support, including 3rd party systems that support our global routing & channel management (voice, email, case, and workflow) on Avaya/Genesys. The focus in on Genesys that supports global locations and several thousand end users. The position will help support routing strategies, migration to SIP, Virtual on Hold and general Genesys platform tools. The role will require interaction with the local business users.

Description

This Sr. engineering position will be responsible for building and maintaining our business systems related to customer support, including 3rd party systems that support our global routing & channel management (voice, email, case, and workflow) on Avaya/Genesys. The focus in on Genesys that supports global locations and several thousand end users. The position will help support routing strategies, migration to SIP, Virtual on Hold and general Genesys platform tools. The role will require interaction with the local business users. 

In addition this position will handle release engineering functions, troubleshooting our platforms through log files and simple database queries, and general setup of Windows environment.
• Perform the implementation of, and use of, any 3rd party application required by PayPal business units to meet or external customer support needs.
• Must be able to understand 3rd party data systems and integrate from multiple platforms;
• Participate in sustaining engineering and break/fix scenarios, and when required, as a resource in Mission Critical project development and deployment.
• Responsible for maintaining and supporting our enterprise systems; may be required to participate in an on-call rotation for round the clock global support coverage.
• Help support existing database architecture and coordinate changes needed for supporting the business units
• Work as part of a team and provide 7x24 support when required
• Have the ability to handle multiple projects and deadlines
• Have the ability to write simple scripts to setup monitoring and step through processes. 
• Maintain documentation and standards for all existing and new database design / deployment.
• Responsible for following PayPal’s Application Quality Assurance protocol, which includes providing application test cases and test data into QA, working closely with QA in the identification of programmatic faults, ensuring timely corrections of those faults prior to submission of the application into the User Acceptance Testing phase of SDLC

• Responsible for creation of, submission of, and obtaining approval for IT Change Requests, Release and Rollback Plans, and Communication Plans used to release applications into production; as well as IT Help Desk notification, creation and submission of all documents required by that organization to support the new application or application change.

• Meet or exceed all published standards measured monthly and YTD

• Maintain acceptable level of job discretion. Performance is evaluated against the ability to make judgment calls, the ability to make sound decision, a desire to make decisions, displaying a heightened level of accountability, demonstrating a sense of responsibility, confidentiality and professionalism.

• Maintain acceptable level of teamwork by incorporating a positive attitude, being supportive in words and actions, embodying the core values of PayPal, and communicating with all levels both within the existing team & anyone outside the direct reporting structure.

• 6+ years experience with systems engineering & administration, including deploying and maintaining 3rd party and custom systems/applications, designing and implementing various system architectures including DR & HA capabilities, and experience interfacing with 3rd party API’s. Experience with high-transactional data systems requiring extensive load & stress testing a plus. Experience with Genesys preferred.

  • Genesys Platform
    • URS/ ORS/GRE
    • ASYNC Messaging
    • Outbound Contact Server
    • Pulse
    • Tserver/Interaction Server
  • Must have a deep understanding of Linux systems administration
  • Familiar with network and firewall technologies
  • Familiar with SIP and other telephony technologies
  • Understanding of Java JVM support

We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at paypalglobaltalentacquisition@paypal.com.

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