About the Role
Genesys Sr. Cloud Engineer
Client - AAA Club Alliance
Location - Remote - MUST SIT IN - CT, DE, IN, KS, KY, MD, NJ, OH, OK, PA, SD, VA, Washington D.C., and WV.
Duration - 6+ month contract to hire
Comp - $75/hr C2C max to start - can looking at going slightly higher for an all star
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 departments 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 APIs
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.
Key Responsibilities & Skills
- IVR/ACD Design & Implementation
- Omni-Channel Routing Architecture
- Contact Center Capacity Planning
- Tier 3 Technical Support
- Telecom Root Cause Analysis
- PCI Compliance Management
- Disaster Recovery Planning
- Usage & Network Traffic Reporting
- Vendor Management & Procurement
- Business Stakeholder Communication
- Unified Messaging Configuration
- Call Center Performance Optimization
Technical Skills
- Genesys PureCloud / Genesys Cloud Platform
- PureCloud APIs (REST)
- HTML / REST Web Services
- Microsoft SQL Server
- Java / JavaScript Development
- SIP / H.323 Telephony Protocols
- Voice/Data Equipment Configuration
- Video Teleconferencing Systems
- Network Protocols (TCP/IP, DNS)
- ACD / Dialer / Call Recording Systems
- Workforce Management (WFM) Tools
Education
Bachelor's Degree in Computer Science, Information Technology, Computer Engineering, Electrical Engineering, Telecommunications Engineering. Preferred: Master's in Computer Science, Master's in Telecommunications, MBA.
Industry Experience
- Contact Center / Call Center
- Telecommunications
- Cloud Services
- Unified Communications
- SaaS Customer Experience Platforms
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