Senior Genesys Cloud Engineer

AAA Club Alliance is currently seeking a full-time **Senior** **Genesys Cloud Engineer** to join our team! This is a hybrid role that requires on-site work Tuesday through Thursday at one of our 3 corporate locations: **Worthington, OH, Cincinnati, OH, or Wilmington, DE.** **Primary duties of the Genesys Cloud Senior Engineer are:** - Responsible for the design, staging, configuration, implementation and support of IVR/ACD scripts - Voice, Chat and Email routing - Administers and supports PureCloud (Genesys Cloud) Experience with contact center technologies (e.g., ACD, dialer, call recordings, WFM etc.) - Familiar with integrations with SalesForce Voice Cloud - Performs Tier 3 support, proactive maintenance and performs complex IVR system troubleshooting and root-cause analysis. - Serves as resident expert for PureCloud (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 ad development 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. **Minimum Qualifications:** - 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 PureCloud certification required. - Experience administrating and supporting PureCloud (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 PureCloud 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/JavaScript - 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 $100,384 to $135,599.\*The base pay range shown is a guideline for com…