Senior Genesys Cloud Engineer

Position Description

• 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.

Required Skills

• 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 telecommunications practices, protocols, and principles in call center environments.