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M&T Bank Sr Contact Center Technology Developer - Genesys PureCloud CX in Buffalo, New York

This role follows a hybrid work schedule; offering the flexibility to work remotely two days a week, while providing the opportunity for onsite and in person collaboration the other three days.

We are looking for seasoned Senior Contact Center Developer with hands on working knowledge of Genesys PureCloud architect flow familiar with best practices, design, and configuration experience. It is important that you have great people skills and are passionate about the Genesys PureCloud platforms capabilities.

IMPORTANT - We are NOT looking for Genesys Engage experience, but PureCloud recent experience is required

Primary Responsibilities:

  • Complete and oversee the most complex systems analysis, design and development efforts. Play a key role as a leader and individual contributor on complex projects. Provide the highest level analytical consulting and leadership in identifying and implementing new uses of information technologies to assist the client areas and Bank in meeting their short-term business goals and long-term strategic objectives.

  • Direct and monitor less experienced resources and coordinate development tasks for any scope project. Prepare and manage the technical component of project plans.Confer with other Development, operations staff and Technology staff in overall systems development direction from technical analysis to user acceptance testing.

  • Prepare and review test data and execute detailed test plans. Complete any required debugging.

  • Evaluate and understand highly complex interrelationships and effects among programs, interfacing applications and platforms.

  • Prepare thorough, clear technical and functional specifications and update systems documentation. Prepare charts, tables and diagrams to assist in analyzing problems. Review documentation prepared by less experienced staff.

  • Prepare and review assessments to include required tasks, estimated time frames and effort for any scope project.Maintain efficient operation and effectiveness of supported applications.

  • Recommend new technology, policies or processes to benefit the organization and improve deficiencies. Lead or participate in technical evaluations of vendor software.Follow and promote use of development standards and procedures.

  • Maintain high level of technical aptitude and expert working knowledge of the supporting application(s), development environments and the supported client environment.

  • Assist in developing expense and capital budgets.Monitor employee performance and may prepare annual appraisals.

  • Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Identify risk-related issues needing escalation to management.

  • Promote an environment that supports diversity and reflects the M&T Bank brand.

  • Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.

Education and Experience Required:

  • Minimum of an Associate’s degree and 6 years’ systems analysis/application development experience, or in lieu of a degree, a combined minimum of 8 years’ higher education and/or work experience, including a minimum of 6 years’ systems analysis/application development experience

  • We are NOT looking for Genesys Engage experience, but PureCloud recent experience is required

  • Genesys PureCloud experienced with using Architect

  • Experience with Microsoft Visio call flow design

  • Working experience with Agile teams and Jira, Zephyr

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $110,635.01 - $184,391.68 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.


Buffalo, New York, United States of America

M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans.