Genesys Cloud Engineer

Genesys Cloud Engineer

Any location below: Worthington OH, Cincinnati OH, Wilmington DE

Need clearance for this role.

Additional Details from the Intake:

"For this role, I'm specifically looking for someone with application development experience on Genesys Cloud, particularly in building and maintaining call flows. I understand this is a niche skillset, and I'm willing to coach the right candidate who has a strong enough foundation in Genesys development. However, in my experience, candidates with general telecom backgrounds (circuits, Cisco, Avaya, VoIP, etc.) typically do not have the skillset required for a development-focused role"

Looking for someone who has hands on development experience, not just a senior engineer who has overseen these types of projects

Genesys Cloud Senior Engineer to join our team here at one of our office locations: Wilmington, DE, Worthington, OH, Cincinnati, OH, and Lexington. KY.

This position is hybrid and will require you to work onsite 3 days per week.

The primary duties of the Genesys Cloud Senior Engineer are to:

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.

Minimum Qualifications:

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.