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AAA Life Insurance Company · 1 week ago

Senior Cloud Engineer - Unified Communications

Livonia, MI

Full-time

Onsite

Senior Level

AAA Life Insurance Company is seeking a highly skilled and versatile Senior Cloud Engineer - Unified Communications to lead the design, integration, and optimization of their enterprise contact center solutions. The ideal candidate will have deep expertise in Genesys Cloud CX3 and will play a key role in delivering seamless, secure, and data-driven customer engagement experiences.

Financial ServicesInsuranceLife Insurance

H1B Sponsor Likely

Responsibilities

Design, configure, and maintain Genesys Cloud CX3 environments, including Architect call flows, routing strategies, and integrations

Collaborate with cross-functional teams to integrate 3rd Party, Salesforce, and Verint WFO/WEM solutions into the contact center ecosystem

Develop and maintain IVR scripts, queues, skills, and user profiles in Genesys Cloud

Ensure high availability, performance, and security of contact center platforms

Implement and support workforce management, quality monitoring, and speech analytics using all available environments

Troubleshoot and resolve complex issues across Genesys, Cisco, and Verint platforms

Monitor system performance and generate reports using CUIC, Genesys Analytics, and Verint dashboards

Participate in change management, documentation, and compliance processes

Provide technical leadership and mentorship to junior engineers and support staff

Resolves Help Desk tickets related to areas of assigned responsibility. Uses advanced problem-solving skills to isolate and identify user problems, including issues escalated from other staff, to include on-call support outside of 'normal' working hours

Collaborates with team members to develop and assess Disaster Recovery plans

Follows company Change Management processes for the implementation of changes in the production network environment

Qualification

Genesys Cloud CX3Cisco Voice infrastructureVerint Workforce OptimizationMicrosoft TeamsPower BISIPVoIPITIL practicesAgile methodologiesTechnical leadershipDocumentation skillsCommunication skills

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

Familiarity with Agile methodologies and SDLC processes

Strong documentation, architectural diagramming, and technical leadership skills

Preferred

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

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 strong plus

Benefits

Medical, Dental, Vision, Life and Disability coverage available day one

Pension Plan

Performance-based incentive plan

401k available with a Company match

Holidays and Paid Time Off

AAA Basic Membership

Company

AAA Life Insurance Company

AAA Life Insurance Company is fueled by our mission of providing financial security and peace of mind to AAA members through our life insurance products, delivering on the outstanding customer service that members have come to expect from the AAA brand.

Founded in 1969

Livonia, Michigan, USA

501-1000 employees

https://www.aaalife.com/

H1B Sponsorship

AAA Life Insurance Company has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (6)

2024 (7)

2023 (9)

2022 (3)

2021 (1)

2020 (1)