Managing Engineer Unified Communications

in the communities in which it operates through partnerships with charitable organizations, employee giving and volunteerism. Serving Canadians since 1953, Allstate strives to provide reassurance with its "You're in Good Hands®" promise.

Through our Employee Value Proposition, Opportunity, Flexibility, Community, Diversity and Family, we have worked hard to develop and nurture a culture where employees feel valued, experience personal growth, have career options and truly enjoy the work they do.

Role Designation: Hybrid

Benefits to joining Allstate

• Flexible Work Arrangements

• Employee discounts (15% on auto and property insurance, plus many other products and services)

• Good Office program (receive up to 400$ back after purchasing office equipment)

• Student Loan Payment Matching Program for Government Student loans

• Comprehensive Retirement Savings Program with employer matched contributions

• Annual Wellness allowance to support employees with improving health and wellbeing.

• Personal reflection day

• Tuition Reimbursement

• Working within the community and giving back!

Job description:

Our team is growing, and we are actively looking to hire a Managing Engineer Unified Communications.

Key Responsibilities:

• Design and Deploy: Lead the hands-on design and deployment of Genesys contact center solutions, ensuring they meet business requirements and performance standards.

• System Configuration: Actively configure and optimize Genesys systems, including Genesys Cloud, PureEngage, and PureConnect.

• Team Leadership: Manage and mentor a team of engineers, providing technical guidance and conducting performance evaluations.

• Integration: Work closely with cross-functional teams to integrate Genesys solutions with other enterprise systems.

• Troubleshooting: Take a proactive role in troubleshooting and resolving complex technical issues related to Genesys platforms.

• Documentation: Develop and maintain detailed documentation for system configurations, processes, and procedures.

• Continuous Learning: Stay current with the latest Genesys technologies and industry trends to ensure best practices.

• Security Compliance: Ensure all systems comply with security policies and best practices.

Accountabilities:

General Management & Decision Making:

• Player/coach focused on a singular digital product and codes hands-on at least 50% and coaches up to 50% of time (through pairing where applicable)

• Coaches and influences engineering peers by pairing as needed to augment engineering proficiency and quality.

• Relentlessly pursues upgrading skills and proficiency of team members.

• Evaluates competencies, skills, and impact of product team engineers.

• Coaches for design and simplification along with reuse of enterprise tools

• Co-owns and leads all incident responses and root cause management in partnership with Digital Product Manager

• Partner with the Product Owner on requirements and brainstorm implementation options

• Learn the business domain and produce holistic solutions to business problems.

• Setting up and leading development team

• Communicates effectively to ensure high quality and timely completion of projects.

• Data-driven decision maker who blends sound business judgment with strong analytical thinking.

• Work in a self-directed and self-managed manner

People Management:

• High-energy, expert communicator to both technical and non-technical team members, brimming with positive, proactive energy.

• Builds long-term relationships within team and amongst peers by creating an environment of safety and innovation.

• Champions open and honest communication.

• Respects confidentiality

• Leads by example with integrity.

• Welcomes new ideas, learns from successes and failures.

• Models and creates an environment of accountability for direct reports and peers.

• Establishes vision, direction, and specific objectives for team efforts; allows freedom to accomplish objectives.

• Collects staff performance data against desired outcomes and service level agreements.

• Executes HR-related processes and develops staff through coaching and mentoring and providing specific, timely, open, honest, and constructive performance feedback.

• Leads employees and influences peers through change by using oneself as an example.

• Manages day to day work of employees by monitoring budgets, expenses and scope and facilitating project delivery and support for complex projects of critical importance.

• Works closely with decision makers in other departments to identify, recommend, develop, implement, and support cost-effective technology solutions for all aspects of the organization. Makes decisions that have an impact on quality or effectiveness of business activities beyond their immediate team.

Qualifications:

• Overall experience of 12 to 18 years of Software Product/Project Development experience preferably in Insurance or Finance domain

• Genesys Platforms: Extensive hands-on experience with Genesys Cloud, PureEngage, and PureConnect.

• Telephony Systems: Strong knowledge of VoIP, SIP, and telephony systems.

• Networking: Understanding of network protocols, firewalls, and security practices.

• Scripting and Automation: Proficiency in scripting languages (e.g., Python, JavaScript) and automation tools.

• Database Management: Experience with SQL and NoSQL databases.

• Operating Systems: Proficiency in Windows and Linux operating systems.

• Integration Tools: Familiarity with APIs, web services, and integration tools (e.g., REST, SOAP).

• Monitoring and Analytics: Knowledge of monitoring tools (e.g., Splunk, Nagios) and analytics platforms.

• Security: Understanding of security best practices and compliance standards (e.g., PCI-DSS, GDPR).

• Ability to break down business problems into solvable components to recommend solutions.

• Good interpersonal, verbal, listening and written communication skills.

• Ability to work in a global ecosystem with teams across multiple geographies.

• Experience working in a highly matrixed organization.

• The individual should have engineering background and played role of technical lead or architect & moved up in the career path.

• Independent thinker with an entrepreneurial spirit

• Experience working with vendors, ramping down contract workers and replacing them with FTEs.

Bonus qualification:

• Cloud Technologies: Experience with cloud platforms (e.g., AWS, Azure) and cloud-based contact center solutions such as Amazon Connect

• Genesys Certification: Genesys Certified Professional (GCP) or Genesys Certified Developer (GCD) certification.

• Additional Skills: Familiarity with additional scripting languages and automation tools.

Allstate Canada Group has policies and practices that provide workplace accommodations. If you require accommodation, please let us know and we will work with you to meet your needs.

#LI-GL1

Joining our team isn't just a job - it's an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. And one where you can impact the future for the greater good.

You'll do all this in a flexible environment that embraces connection and belonging. And with the recognition of several inclusivity and diversity awards, we've proven that Allstate empowers everyone to lead, drive change and give back where they work and live.

Good Hands. Greater Together.®