Senior Genesys Cloud Engineer

Company: AAA Club Alliance, Inc.

Location: 1 River Place, Wilmington, DE 19801

Position Title: Senior Genesys Cloud Engineer

Hours: Monday - Friday, 8:00 am to 5:00 pm, 40 Hours/ Week

Summary of Duties: Assist in the design and delivery of new features and functionality of the ACA IVR and ACD platforms.

Guide business counterparts in building solutions and turn a requirement document into a viable technical solution. Maintain SLAs for all organization Omni channel applications. Responsible for the design, staging, configuration, implementation and support of IVR (Interactive Voice Response)/ACD (Automatic Call Distributor) scripts.

Responsible for Voice, Chat, and Email routing. Administer and support PureCloud (Genesys Cloud) experience with contact center technologies (such as ACD, dialer, call recording, WFM, etc.). Perform Tier 3 support, proactive maintenance and perform complex IVR system troubleshooting and root-cause analysis. Serve 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.

Lead development of long-term strategies and capacity planning for meeting future Omni Channel platform needs. Develop and deliver architect flows, Scripts, and IVR/ACD Attendant scripts. Handle Move Add and Changes, including user setup.

Communicate effectively with end users regarding the status of their requests. Remain current on new products, services, protocols, and standards in support of mentioned platforms development and equipment procurement. Participate in PCI compliance activities as required, including providing evidence for quarterly and yearly audits.

Liaise with equipment vendors during installations, acquisition negotiations, and hardware performance issues. Work independently to resolve day-to-day issues. Perform Root Cause Analysis of Unified and Telecom Incidents.

Conduct testing and development disaster recovery plans to detect faults, minimize malfunctions, and backup systems. Monitor and identify capacity and performance issues for telecom traffic to ensure continued, uninterrupted operation of telecom systems. Generate usage and network traffic reports for voice video and messaging systems.

Configure, test, maintain, monitor, and troubleshoot end user unified messaging telephone and voice/data software products. Design and support Omni channel applications, including Voice, Email, and Chat. Communicate effectively with business line managers regarding the status of their department's request.

Acknowledges and abide by all Information Security Policies. Full-time remote work permitted.

Qualifications: The position requires a Bachelor's degree in Computer Science, Business Administration, or a related field and six (6) years of experience in the job offered, or as a Software Engineer, Software Developer, or a related occupation.

The position requires three (3) years of experience with the following: Administrating and supporting Purecloud (Genesys Cloud); Experience with contact center technologies, such as ACD, dialer, call recordings, or WorkForce Management (WFM); Genesys PureCloud's API's; Experience developing and delivering Architect flows, Scripts, and IVR/ACD Attendant scripts; Experience and knowledge of SIP and H323 troubleshooting; Experience with Java/JavaScript; Ability to translate technical data; Knowledge of the configuration and optimization of telecommunications equipment, video teleconference equipment, and voice/data equipment; Knowledge of current internet and network protocols, operating systems, and standards; Ability to operate tools, components, peripherals, and testing accessories; Technical knowledge of current telecommunications practices, protocols, and principles in call center environments.

The position requires five (5) years of experience with Genesys PureCloud. Full-time remote work permitted

AAA Club Alliance (ACA) is an equal opportunity employer.

Our investment in Diversity, Equity, and Inclusion:

At ACA, we are committed to cultivating a welcoming and inclusive workplace of team members with diverse backgrounds and experiences to enable us to meet our goals and support our values while serving our Members and customers. We strive to attract and retain candidates with a passion for their work and we encourage all qualified individuals, regardless of race, color, gender, identity, veteran status, sexual orientation, physical ability or national origin, to apply.

Job Category:

Information Technology