Refactor Talent · 5 months ago
Sr. Cloud Engineer with Unified Communications (Genesys Cloud)
Livonia, Michigan
Full-time
Hybrid
Senior LevelRefactor Talent is seeking a Senior Cloud Engineer to enhance enterprise contact center solutions in a hybrid role. The engineer will design, integrate, and optimize backend systems to improve customer engagement experiences.
E-LearningHuman ResourcesRecruitingStaffing Agency
Responsibilities
Design, configure, and maintain Genesys Cloud CX3 environments, including architecting call flows and routing strategies
Collaborate with cross-functional teams to integrate third-party solutions, Salesforce, and Verint Workforce Optimization into the contact center ecosystem
Develop and maintain IVR scripts, queues, and user profiles in Genesys Cloud, ensuring high system availability, performance, and security
Troubleshoot and resolve complex issues across Genesys, Cisco, and Verint platforms, providing technical leadership and mentorship to junior staff
Monitor system performance and generate reports using CUIC, Genesys Analytics, and Verint dashboards, while participating in change management and compliance processes
Collaborate with team members to develop Disaster Recovery plans and follow company Change Management protocols
Qualification
Required
Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience)
Experience with SIP, VoIP, and network protocols
Strong communication and documentation abilities
Hands-on experience with Genesys Cloud CX3 platform, including configuration, administration, and troubleshooting
Strong understanding of Genesys Architect for call flow design, IVR scripting, and routing strategies
Proficiency in configuring queues, skills, user roles, and permissions within the Genesys Cloud environment
Ability to monitor and analyze contact center performance using Genesys Cloud reporting and analytics tools
Knowledge of Omnichannel capabilities including voice, chat, email, and social media within Genesys Cloud
Knowledge of compliance and security standards related to call recording and data retention
Integrate E911 solutions with platforms such as Cisco UCM/UCCE, Microsoft Teams, and Genesys Cloud
Collaborate with safety and facilities teams to maintain accurate location databases and emergency response plans
Knowledge of ITIL practices and experience in enterprise environments
Strong understanding of Microsoft Teams architecture, administration, and voice capabilities (Direct Routing, Phone System, Teams-certified SBCs)
Experience managing Teams policies, user provisioning, and Teams Rooms configurations
Experience with Teams PowerShell modules for automation and configuration
Preferred
Microsoft certifications such as MS-700: Managing Microsoft Teams or Microsoft 365 Certified: Teams Administrator Associate are a plus
Genesys certifications such as Genesys Cloud Certified Professional (GCP) – Architect or Developer are a plus
Company
Refactor Talent
Refactor Talent is a staffing and recruiting firm that provides enhancement courses, and learning and development programs.
Founded in 2022
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Richard Myers
Co-Founder
Abigail Petersen
Client Partner
Company data provided by crunchbase