Genesys IT Operations (Senior)

Job ID: 10200
Would you like to help us provide high quality Service Operations on one of the most sophisticated Genesys platforms in the Nordics? We are now looking for skilled Genesys Developer who would like to ensure that our business critical application is reachable for customers and users at all times. Through this job you will have the opportunity to deliver great customer service, work across borders and influence stakeholders in and outside our own organisation.
At Nordea, we know our customers’ needs are changing – and we’re deeply committed to meeting them with the financial solutions of tomorrow. We’re creating an agile environment where we’re harnessing the power of technology – one where you can make an impact. So bring your skills, ideas and unique background. With us, you’ll find plenty of opportunities to grow and make your mark on something bigger.
About this opportunity
Welcome to Branch & Contact Centre Touch Points in Application Maintenance. We add value by ensuring that our IT Services are supported, compliant and available 24/7. Our Genesys platform provides voice, email and chat interactions, routing and reporting, workforce management and agent desktop tools...and more! All of it supported by the application maintenance team working closely with the development department in a DevOps set-up.
You will play a valuable role in ensuring that the team will continue providing high quality IT services to our customers and users.
What you’ll be doing:
Handling and coordinating Incidents, Problems, Changes and Service Requests, interacting with users and vendors in all Nordic countries
Supporting Security, Risk and Compliance initiatives
Preventive maintenance, monitoring, patching and other System Life Cycle Management tasks
Joining our On-call schedule (when ready)
Collaborating with colleagues in our SAFe agile train in a DevOps set-up

You’ll join an international and multicultural team with a strong mindset towards enabling high quality customer, and user oriented IT services. The role is based in our Copenhagen office, located in Taastrup.
Who you are
Collaboration. Ownership. Passion. Courage. These are the values that guide us in being at our best – and that we imagine you share with us.
To succeed in this role, we believe that you:
Are used to proactively seek guidance, promote collaboration and technical sparring within a team and across teams
Are able to keep calm and focused during high business impacting situations
Are curious, self-going and proactive
Have excellent communication skills in English, written and spoken
Are structured and good at prioritizing tasks

Your experience and background:
Experience with configuration, development and troubleshooting solutions built on the Genesys platform, and have a good insight into several of the following components:
​​​​​​​Routing (IRD/ORS)
SIP telephony
Framework
Reporting
Multimedia
Workforce management
Interaction Workspace
Use to work with business critical issues and proactively share relevant information with your colleagues
Experienced with working in large organisations
ITIL Foundation v3 or v4 Certification

If this sounds like you, get in touch!
Next steps
Submit your application no later than 01/04/2023. For more information, you are welcome to contact Tommy Leoni at tommy.leoni@nordea.com
At Nordea, we know that an inclusive workplace is a sustainable workplace. We deeply believe that our diverse backgrounds, experiences, characteristics and traits make us better at serving customers and communities. So please come as you are.
Please be aware that any applications or CVs coming through email or direct messages will not be accepted or considered.