Senior Genesys Cloud Engineer

Role Overview

• Responsible for the design, staging, configuration, implementation and support of IVR/ACD scripts Voice, Chat, and Email routing.
• Administers and supports PureCloud (Genesys 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 and 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.
• 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.

Requirements

• 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.
• Excellent analytical skills, especially in a telecommunications field.

Tech Stack

• Cloud
• MS SQL Server
• SQL

Benefits

• 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.
• Free AAA Premier Membership.
• Health & Wellness Program.
• Health Concierge Service.
• Health & Life Insurance.
• Short Term/Long Term Disability.
• Medical, Dental, and Vision plan options.
• Up to 2 weeks Paid parental leave.
• 2+ weeks of PTO within your first year.
• Paid company holidays.
• Company provided volunteer opportunities + 1 volunteer day per year.
• Continual learning reimbursement up to $5,250 per year.