AAA Northwest Ohio · 13 hours ago
Genesys Cloud Senior Engineer
Worthington, OH
Full-time
Hybrid
Senior Level
6+ years expAAA Club Alliance is currently seeking a full-time Genesys Cloud Senior Engineer to join their team. The primary duties include designing, configuring, and supporting IVR/ACD scripts, administering PureCloud, and providing Tier 3 support for complex IVR system troubleshooting.
Consumer Services
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) Experience with contact center technologies (e.g., ACD, dialer, call recordings, WFM etc.)
Familiar with integrations with SalesForce Voice 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
Acknowledges and abides by all Information Security Policies
Qualification
Required
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
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.
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
Free AAA Membership
Continual learning reimbursement up to $5,250 per year
Company
AAA Northwest Ohio
Whether you sit behind a desk or behind the wheel, AAA Northwest Ohio has been serving Lucas, Wood, Ottawa, Defiance, Paulding, Williams, Fulton, and Henry County professionals with membership, roadside assistance, travel services, and insurance for over 100 years.
51-200 employees
Funding
Current Stage
Growth StageRecent News
Company data provided by crunchbase