Senior Genesys Cloud Engineer

AAA

Senior Genesys Cloud Engineer responsible for design, implementation, and support of IVR/ACD systems for AAA Club Alliance. Leading strategies in cloud-based contact center technologies and ensuring operational effectiveness.

Posted 6/26/2026full-timeWorthington • Ohio • 🇺🇸 United StatesSenior💰 $100,384 - $135,599 per yearWebsite

Tech Stack

Tools & technologies

CloudMS SQL ServerSQL

About the role

Key responsibilities & impact

Responsible for the design, staging, configuration, implementation and support of IVR/ACD scripts Voice, Chat, and Email routing.
Administers and supports PureCloud (Genesys 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 and 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.
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.

Requirements

What you’ll need

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.
Excellent analytical skills, especially in a telecommunications field.

Benefits

Comp & perks

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.
Free AAA Premier Membership.
Health & Wellness Program.
Health Concierge Service.
Health & Life Insurance.
Short Term/Long Term Disability.
Medical, Dental, and Vision plan options.
Up to 2 weeks Paid parental leave.
2+ weeks of PTO within your first year.
Paid company holidays.
Company provided volunteer opportunities + 1 volunteer day per year.
Continual learning reimbursement up to $5,250 per year.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

IVR scriptingACD scriptingPureCloudGenesys CloudHTMLRESTMicrosoft SQL ServerSIP troubleshootingH323 troubleshooting3rd party APIs

Soft Skills

communicationanalytical skillsproblem-solvingleadershipcapacity planningdocumentationuser supportcollaborationproactive maintenanceroot cause analysis

Certifications

Genesys PureCloud certification