AAA · 18 hours ago
Senior Cloud Engineer
Livonia, MI
Full-time
Hybrid
Senior LevelAAA 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 be responsible for ensuring high availability, performance, and security of contact center platforms while providing technical leadership and mentorship to junior engineers.
Business DevelopmentFinanceFinancial ServicesLeisureNon ProfitService IndustryTransportationTravel
Hiring Manager
Debdas Patnaik
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
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
Our mission is to Save Lives, Create Member Value and Deliver Exceptional Experiences. Proudly serving 65+ million Members.
Founded in 1902
5001-10000 employees
H1B Sponsorship
AAA 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
2020 (1)
Funding
Current Stage
Late StageLeadership Team
Adam Primi, SHRM-SCP
Sr. Compensation Partner
Jianna Conway
Partnership Marketing Manager
Recent News
2025-12-29
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vermontbiz.com
2025-11-07
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