Senior Cloud Engineer - Unified Communications

We are seeking a highly skilled and versatile

Senior Cloud Engineer - Unified Communications to lead the design, integration, and optimization of our enterprise contact center solutions. This role requires deep expertise in Genesys Cloud CX3, with strong working knowledge of Cisco Voice infrastructure,Verint Workforce Optimization,Microsoft Teams, and Power BIfor reporting and analytics. The ideal candidate will play a key role in delivering seamless, secure, and data-driven customer engagement experiences.

• Design, configure, and maintain
  
  Genesys Cloud CX3environments, including Architect call flows, routing strategies, and integrations.
• Collaborate with cross-functional teams to integrate3rd Party, Salesforce,and Verint WFO/WEMsolutions 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, andspeech 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.

• Bachelor’s degree in Computer Science, Engineering, or related field—or equivalent experience.
• 5+ years of Dev Ops engineering experience, with at least 2 years in a senior or lead role.
• Proven experience designing and supporting modern CI/CD pipelines and automation frameworks (e.g., Jenkins, Ansible, Build Forge, Midvision).
• Strong scripting experience (Python, Shell, PERL, JACL/Jython).
• Deep understanding of cloud-native architectures, infrastructure-as-code, and Dev Ops best practices.
• Hands-on experience with application servers and middleware technologies (IBM Web Sphere, Apache Tomcat, Glassfish, Payara, Web Logic).
• Strong grasp of the OSI model, system integration, and service-oriented architectures (SOA).
• Familiarity with Windows, Linux, and IBM i (iSeries) environments.
• Experience with application performance monitoring, disaster recovery planning, and high availability solutions.
• Solid understanding of SSL, load balancers, DNS, and networking fundamentals.
• Experience with testing and debugging tools (SOAP UI, Load Runner, RFHUTIL, JUnit).
• Familiarity with Agile methodologies and SDLC processes.
• Strong documentation, architectural diagramming, and technical leadership skills.
• Preferred Qualifications:
• Background in insurance, financial services, or other regulated industries.
• Experience with IBM MQ, Message Broker, Data Power, WSRR, and middleware security.
• Familiarity with SQL and No
  
  SQL databases (e.g., SQL Server, MySQL, Oracle).
• Experience with application delivery controllers (e.g., Citrix Net Scaler, F5).
• Exposure to configuration management tools (Chef, Puppet, Ansible).

What We Offer:

• A collaborative, energetic work environment where you can put your passion for people to work
• 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