AAA Club Alliance is currently seeking a full-time Senior Genesys Cloud Engineerto join our team!

This is a hybrid role that requires on-site work Tuesday through Thursday at one of our 3 corporate locations: Worthington, OH, Cincinnati, OH, or Wilmington, DE.

Primary duties of the Genesys Cloud Senior Engineer are:

• 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.

​At AAA, your success is our success. What we can offer you:

• A competitive salary $100,384 to $135,599.*The base pay range shown is a guideline for compensation and ultimate salary offered will be based on factors such as applicant experience and geographic location.*

• Comprehensive health benefits package.

• Up to three weeks of paid time off accrued during your first year.

• Annual Bonus Plan.

• 401(K) plan with company match up to 7%.

• Professional development opportunities and tuition reimbursement.

• Paid time off to volunteer & company-sponsored volunteer events throughout the year.

• Other benefits include a free AAA Premier Membership, Health & Wellness Program, Health Concierge Service, Health & Life Insurance, Short Term/Long Term Disability.

Full time Associates are offered a comprehensive benefits package that includes:

• Medical, Dental, and Vision plan options
• Up to 2 weeks Paid parental leave 
• 401k plan with company match up to 7%
• 2+ weeks of PTO within your first year
• Paid company holidays
• Company provided volunteer opportunities + 1 volunteer day per year
• Free AAA Membership
• Continual learning reimbursement up to $5,250 per year
• And MORE! Check out our  for more information

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