Senior Engineer, Genesys Cloud

📋 Description

• Accountable for the design, staging, configuration, implementation, and support of IVR/ACD scripts for Voice, Chat, and Email routing.

• Manages and provides support for PureCloud (Genesys Cloud).

• Possesses experience with contact center technologies such as ACD, dialer, call recordings, WFM, etc.

• Executes Tier 3 support, conducts proactive maintenance, and performs intricate IVR system troubleshooting and root-cause analysis.

• Acts as the resident expert on PureCloud (Genesys Cloud) capabilities and updates by assessing and validating work requests, documenting requirements, and creating design artifacts for implementation.

• Directs the development of long-term strategies and capacity planning to address future Omni Channel platform requirements.

• Creates and delivers architect flows, scripts, and IVR/ACD Attendant scripts.

• Manages Move, Add, and Changes, including user setup tasks.

• Effectively communicates with end users regarding the status of their requests.

• Stays updated on new products, services, protocols, and standards related to the development of mentioned platforms and equipment procurement.

• Monitors and identifies capacity and performance issues in telecom traffic to guarantee the ongoing, uninterrupted operation of telecom systems.

• Produces 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.

• Effectively communicates with business line managers about the status of their department's requests.

⛳️ Requirements

• Bachelor’s degree (BS/BA) or equivalent in Computer Sciences, Business Administration, or a related field.

• Over 6 years of relevant technical experience.

• Minimum of 2 years’ experience with Genesys PureCloud platforms.

• Genesys PureCloud certification is mandatory.

• Experience in administering and supporting PureCloud (Genesys Cloud).

• Familiarity with contact center technologies such as ACD, dialer, call recordings, WFM, etc.

• Proficiency in development skills/certifications including HTML, REST, Web Services, Microsoft SQL Server, Web-services, 3rd party APIs, and Genesys PureCloud APIs.

• In-depth expertise in Architect flows.

• Knowledge and experience in troubleshooting SIP and H323.

• Proven history of developing and delivering architect flows, scripts, and IVR/ACD Attendant scripts.

• Proficient in Java/JavaScript.

• Exceptional analytical skills, particularly in the telecommunications sector.

• Strong hands-on experience with configuration and optimization of telecommunications equipment, video teleconferencing equipment, and voice/data equipment.

• Practical technical knowledge of current Internet and network protocols, operating systems, and standards.

• In-depth understanding 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 and company-sponsored volunteer events throughout the year.

• Free AAA Premier Membership.

• Health & Wellness Program.

• Health Concierge Service.

• Health & Life Insurance.

• Short Term/Long Term Disability.

• Up to 2 weeks of paid parental leave.

• 2+ weeks of PTO within your first year.

• Paid company holidays.

• Company-provided volunteer opportunities plus 1 volunteer day per year.

• Continual learning reimbursement up to $5,250 per year.

• Additional benefits include a wide array of flexible arrangements.