Senior Engineer, Genesys Cloud
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Job Description
Senior Genesys Cloud Engineer designing and supporting IVR/ACD scripts. Joining AAA Club Alliance's team focused on optimizing Genesys Cloud capabilities.
Responsibilities:
- 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 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.
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.
- Proficient in 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:
- 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 include a free AAA Premier Membership, Health & Wellness Program, Health Concierge Service, Health & Life Insurance, Short Term/Long Term Disability.
- Full time Associates are offered a comprehensive benefits package that includes: 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.
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