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 onsite work Tuesday through Thursday at one of our three corporate locations: Worthington, OH, Cincinnati, OH, or Wilmington, DE. Responsibilities Responsible for the design, staging, configuration, implementation and support of IVR/ACD scripts for 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 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 needed Performs Root Cause Analysis of Unified and Telecom Incidents Conducts testing and development of 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 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 of 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, and 3rd‑party APIs Genesys PureCloud API 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 Benefits Competitive salary (base pay range $100,384 to $135,599) 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 and company-sponsored volunteer events throughout the year AAA Premier Membership Health & Wellness Program, Health Concierge Service, Health & Life Insurance Short‑term and long‑term disability insurance Paid parental leave and paid company holidays EEO Statement ACA is an equal opportunity employer and complies with all applicable federal, state, and local employment practices laws. AAA Club Alliance complies with federal, state and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. #J-18808-Ljbffr