Senior Genesys Cloud Engineer

Responsibilities

• Responsible for the design, staging, configuration, implementation and support of IVR/ACD scripts Voice, Chat, and Email routing.
• Administers and supports Pure Cloud (Genesys Cloud).
• Performs Tier 3 support, proactive maintenance and performs complex IVR system troubleshooting and root‑cause analysis.
• Serves as resident expert for Pure Cloud (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 and 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.
• 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.

• 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 Pure Cloud certification required.
• Experience administrating and supporting Pure Cloud (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 Pure Cloud 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.
• Excellent analytical skills, especially in a telecommunications field.

• IVR scripting
• ACD scripting
• Pure Cloud
• Genesys Cloud
• HTML
• REST
• Microsoft SQL Server
• SIP troubleshooting
• H323 troubleshooting
• 3rd party APIs

• communication
• analytical skills
• problem-solving
• leadershipcapacity planning
• documentation
• user support
• collaboration
• proactive maintenance
• root cause analysis

• Genesys Pure Cloud certification