ISD Engineer III - Voice Applications Genesys Support

Navy Federal Credit Union



Vienna, VA


Position summary


To analyze and administer Voice Services systems associated subsystems and equipment, including planning and implementing systems/software upgrades, and conducting programming and configuration changes.


  1. Analysis and Research

• Investigate operational or business problems and propose solutions
• Ensure compliance with Navy Federal Credit Union ISD standards and best practices
• Solve business problems by defining the problem, interviewing stakeholders, identifying and evaluating alternatives, and presenting the findings
• Present complete and organized documentation of processes, systems, and data
• Identify and analyze opportunities for new and/or improved processes, data, or technology; provide clear picture of possible outcomes

  1. Process Definition

• Define the core work definitions/operating model, demonstrating the step-by-step life cycle of the process and document the execution process flows
• Leverage consistent templates, tools and organizational strategy to define ISD processes and ensure practices and processes are standardized and repeatable

  1. Process Improvement

• Identify and champion opportunities for new and/or improved processes
• Separates and combines tasks into efficient workflow to improve operations and overall performance of supported processes
• Participate in efforts to build the short and long-term infrastructure of the respective business domain knowledge
• Assist with evaluating and recommending changes to standard Navy Federal templates and methodologies

  1. Business Area Focus

• Serve as liaison and/or subject matter expert in respective business area
• Collaborate constructively with peers, business units and/or project teams, and vendors to ensure business needs are fully communicated, documented and satisfied

  1. Communication

• Provide consistent, concise, relevant, reliable and timely information to all appropriate internal and external audiences/stakeholders through a variety of media
• Ensures accuracy of information to enable effective business decisions
• Frame message in line with audience experience, background, and expectations; uses terms, examples, and analogies that are meaningful to the audience
• Seek input from audience; confirm checks understanding; presents message in different ways to enhance understanding

  1. Voice Services Analysis Responsibilities

• Plan, implement, operate and maintain Navy Federal’s Voice Platforms and associated subsystems and equipment
• Research, analyze, and resolve problems and system events, issues and/or program deficiencies
• Provide consulting, support services and training to customers (internal business groups)
• Leads application implementation by monitoring and controlling server software installation, system configuration/integration as well as desktop client installation
• Ensures system maintenance and monitoring; risk mitigation and issue resolution protocols are strictly followed

  1. Performs other related duties as assigned

• May take on several components of a project or a complex component of a project
• Effectively contributes to team goals
• Works beyond routine nature of tasks utilizing a specialized knowledge and technology
• Functions under general supervision from Resource Manager
• Troubleshoots basic problems and recommends appropriate actions
• Provides assistance to team members in troubleshooting
• Follows established procedures for working with external vendors on projects
• Uses independent judgment and discretion to determine or recommend best course of action
• Takes action to solve problems/issues that routinely arise in areas of assigned responsibility, but may receive guidance or expertise from higher-level staff on more complex problems
• Support weekly and quarterly platform maintenances which may include software changes and/or reboots
• Respond to customer calls, emails, and other forms of communications expeditiously
• Present information to customer using telephone conferences and written correspondence
• Contact and coordinate vendor support for advanced issues that require escalation
• Works with the Change Advisory Board when change requests arises


• Bachelors in IT or equivalent job experience and training
• Experience and Knowledge working with SIP implementations
• Experience or Knowledge working with Contact Center Voice Applications, IVR Call Routing, Call Recording, Outbound Dialer Solutions,
• Experience working in SQL Server databases and Reporting
• Experience with creating and maintaining SOPs to improve performance, flexibility, and accountability
• Experience with on call and ongoing support
• Experience performing Tier 1 and 2 level problem isolation and root-cause analysis, and escalate as required
• Strong attention to detail, excellent organizational skills, and the ability to effectively communicate with all levels of Management
• A high degree of self-direction and self-motivation is a must
• Experience working multiple tasks simultaneously, prioritize and work under pressure with tight deadlines
• Experience managing vendor support services for advanced issues that require escalation
• Familiarity with the following systems:
• PBX: Genesys https://8.5 Architecture (Required) and Cisco (Preferred)
• Genesys CTI (Preferred)
• Noble Outbound Dialer (Preferred)
• Verint Call Recording and Workforce Management: Version https://15.x (Preferred)
• Empirix (Preferred)
• Blackchair (Preferred)
• Programming Concepts: Java, Composer, J2EE, XML, Struts Framework, C#.NET, https://ASP.NET, JavaScript, HTML, CSS, .NET Framework https://3.5/4.0, Web Services, SOAP, WSDL, Visual Studio
• Web Servers:  Apache Tomcat https://5.x, Weblogic https://10.x, Websphere
• Databases: SQL and Cassandra (Preferred)
• Operating Systems: Linux and Windows (Required)

Hours: Monday - Friday, 8:00AM - 4:30PM

Location: 820 Follin Lane, Vienna, VA 22180 | 5550 Heritage Oaks Drive, Pensacola, FL 32526 | 141 Security Drive, Winchester, VA 22602 | Remote

Navy Federal is now hybrid! Our standard enterprise requirement for a hybrid schedule is to report on-site 4-16 days each month. The number of days reporting on-site will ultimately be determined by the employee's leadership and business unit needs. You will learn more throughout the hiring and on boarding process.

About Us

You have goals, dreams, hobbies, and things you're passionate about—what's important to you is important to us. We're looking for people who not only want to do meaningful, challenging work, keep their skills sharp and move ahead, but who also take time for the things that matter to them—friends, family, and passions. And we're looking for team members who are passionate about our mission—making a difference in military members' and their families' lives. Together, we can make it happen. Don't take our word for it:

• Military Times 2022 Best for Vets Employers

• WayUp Top 100 Internship Programs

• Forbes® 2022 The Best Employers for New Grads

• Fortune Best Workplaces for Women

• Fortune 100 Best Companies to Work For®

• Computerworld® Best Places to Work in IT

• Ripplematch Campus Forward Award - Excellence in Early Career Hiring

• Fortune Best Place to Work for Financial and Insurance Services

Equal Employment Opportunity: Navy Federal values, celebrates, and enacts diversity in the workplace. Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans. EOE/AA/M/F/Veteran/Disability EOE/AA/M/F/Veteran/Disability

Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team’s discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position

Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Why you should apply for a job to Navy Federal Credit Union:

  • Ranked as one of the Best Companies for Women in 2022

  • 4.8/5 in supportive management

  • 96% say women are treated fairly and equally to men

  • 96% would recommend this company to other women

  • 96% say the CEO supports gender diversity

  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Professional development and training opportunities to help employees grow in their careers and the life they want to lead

  • Best-in-class benefits with generous vacation, paid maternity/paternity leave, retirement plans, tuition reimbursement, discounts and more

  • Unique culture where team members are passionate about the mission which creates clarity, alignment and purpose