Genesys Cloud Senior Engineer

Overview

AAA Club Alliance is currently seeking a full-time Genesys Cloud Senior Engineer to join our team here at one of our office locations:
Wilmington, DE, Worthington, OH, Cincinnati, OH, and Lexington, KY.

This position is hybrid and will require you to work onsite 3 days per week.

• Responsible for the design, staging, configuration, implementation and support of IVR/ACD scripts
• Voice, Chat and Email routing
• Administers and supports Pure Cloud (Genesys Cloud) Experience with contact center technologies (e.g., ACD, dialer, call recordings, WFM etc.)
• Familiar with integrations with Sales Force Voice Cloud
• Performs Tier 3 support, proactive maintenance and performs complex IVR system troubleshooting and root-cause analysis.
• Serves as resident expert for Pure Cloud (Genesys Cloud) capabilities and changes by evaluating/validating work requests, documenting requirements and laying out design artifacts for implementation.
• Leads development of long-term strategies and capacity planning for meeting future Omni Channel platform needs.
• Develops and delivers architect flows, Scripts and IVR/ACD Attendant scripts.
• Handles Move Add and Changes, including user setup.
• Communicates effectively with end users regarding the status of their requests.
• Remains current on new products, services, protocols, and standards in support of mentioned platforms development and equipment procurement.
• Participates in PCI compliance activities as required, including providing evidence for quarterly and yearly audits.
• Liaises with equipment vendors during installations, acquisition negotiations, and hardware performance issues, as/where needed.
• Performs Root Cause Analysis of Unified and Telecom Incidents.
• Conducts testing and develops disaster recovery plans to detect faults, minimize malfunctions, and backup systems.
• Monitors and identifies capacity and performance issues for telecom traffic to ensure continued, uninterrupted operation of telecom systems.
• Generates usage and network traffic reports for voice, video and messaging systems.
• Configures, tests, maintains, monitors, and troubleshoots end user unified messaging telephony, and voice/data software products.
• Designs and supports Omni channel applications, including Voice, email and Chat.
• Communicates effectively with business line managers regarding the status of their department’s request.
• Acknowledges and abides by all Information Security Policies.

• Bachelor’s degree (BS/BA) or equivalent in Computer Sciences, Business Administration, or related field.
• 6+ years’ of technical or applicable experience
• 2+ years’ experience in Genesys Purecloud platforms.
• Genesys Pure Cloud certification required.
• Experience administrating and supporting Pure Cloud (Genesys Cloud) Experience with contact center technologies (e.g., ACD, dialer, call recordings, WFM etc.)
• Development skills/certifications HTML REST WEB Services Microsoft SQL Server Web-services, 3rd party APIs
• Genesys Pure Cloud API’s
• Expertise in Architect flows
• SIP and H323 troubleshooting knowledge and experience
• Proven track record of developing and delivering architect flows, Scripts and IVR/ACD Attendant scripts
• Java/Java Script
• Excellent analytical skills, especially in a telecommunications field.
• Ability to conduct research into telecommunications issues and products.
• Strong hands-on knowledge of the configuration and optimization of telecommunications equipment, video teleconferencing equipment, and voice/data equipment.
• Working technical knowledge of current Internet and network protocols, operating systems, and standards.
• Working technical knowledge of current telecommunications practices, protocols, and principles in call center environments.

At AAA, your success is our success. What we can offer you:

• A competitive salary commensurate with experience.
• Comprehensive health benefits package.
• Up to three weeks of paid time off accrued during your first year.
• Annual Bonus Plan.
• 401(K) plan with company match up to 7%.
• Professional development opportunities and tuition reimbursement.
• Paid time off to volunteer & company-sponsored volunteer events throughout the year.
• Other benefits…