onsite
Senior Genesys Cloud Engineer - AAA Club Alliance
Devops Engineer
Senior Genesys Cloud Engineer responsible for designing, configuring, and supporting IVR/ACD scripts, voice, chat, and email routing, and integrating with Salesforce Voice Cloud to deliver high‑quality contact‑center experiences.
About the role
As a Senior Genesys Cloud Engineer, you will lead the design, deployment, and ongoing optimization of our contact‑center solutions. You will collaborate with cross‑functional teams to ensure high‑quality voice, chat, and email experiences, while integrating with Salesforce Voice Cloud and other enterprise systems.
Key Responsibilities
- Design, stage, configure, and implement IVR and ACD scripts for high‑volume contact centers.
- Manage voice, chat, and email routing to ensure seamless customer experience.
- Administer and support Genesys Cloud (PureCloud) platform, including call recordings, dialer, and workforce management.
- Integrate Genesys Cloud with Salesforce Voice Cloud and other third‑party systems.
- Monitor system performance, generate reports, and drive continuous improvement.
- Mentor junior engineers and provide Tier 3 support for complex issues.
Requirements
- 5+ years of experience with Genesys Cloud (PureCloud) and contact‑center technologies.
- Strong knowledge of IVR design, ACD, dialer, call recording, and WFM.
- Hands‑on experience integrating with Salesforce Voice Cloud.
- Proficiency with scripting languages (JavaScript, Python) for Genesys Cloud APIs.
- Excellent problem‑solving skills, strong communication, and a customer‑centric mindset.
Skills
javascriptsqljavasipsalesforce