Senior Genesys Cloud Engineer

Jobtailor; Worthington (OH); On-site; USD 90,000 - 120,000; Full time

Job summary

Jobtailor in Worthington, Ohio is seeking an experienced IVR/ACD and PureCloud specialist to design, implement, and support omni‑channel routing. You will lead Tier 3 support, perform root‑cause analysis and architect flows for Voice, Chat and Email, while coordinating with vendors and internal teams.

The candidate should hold a BS/BA in a related field, 6+ years in telecom/IT, 2+ years with Genesys PureCloud, and a PureCloud certification.

Qualifications

• Bachelor's degree 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 administering and supporting PureCloud (Genesys Cloud).
• Experience with contact center technologies (ACD, dialer, call recordings, WFM).
• Development skills/certifications HTML, REST, Web Services, Microsoft SQL Server, 3rd party APIs, Genesys PureCloud APIs.
• Expertise in Architect flows.
• SIP and H323 troubleshooting knowledge.
• Proven track record of developing and delivering architect flows, scripts and IVR/ACD Attendant scripts.
• Excellent analytical skills, especially in a telecommunications field.

Responsibilities

• Design, staging, configuration, implementation and support of IVR/ACD scripts for Voice, Chat, and Email routing.
• Administers and supports PureCloud (Genesys Cloud).
• Performs Tier 3 support, proactive maintenance and complex IVR system troubleshooting and root‑cause analysis.
• Liaises with PureCloud experts and layout design artifacts for implementation.
• Leads development of long‑term strategies and capacity planning for Omni Channel platform needs.
• Develops and delivers architect flows, scripts and IVR/ACD Attendant scripts.
• Handles Move Add and Changes, including user setup.
• Communicates status of requests to end users clearly.
• Keeps up with new products, standards, and procurement activities.
• Partakes in PCI compliance activities and audits.

Skills

Communication

Analytical skills

Problem-solving

Leadership

Capacity planning

Documentation

User support

Collaboration

Proactive maintenance

Root cause analysis

Education

Bachelor's degree

Tools

HTML

REST

Microsoft SQL Server

Web Services

Genesys PureCloud APIs

Genesys PureCloud

Job description

Responsibilities

• 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

• 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.

Hard Skills

• IVR scripting
• ACD scripting
• PureCloud
• Genesys Cloud
• HTML
• REST
• Microsoft SQL Server
• SIP troubleshooting
• H323 troubleshooting
• 3rd party APIs

Soft Skills

• communication
• analytical skills
• problem-solving
• leadershipcapacity planning
• documentation
• user support
• collaboration
• proactive maintenance
• root cause analysis

Certifications & Qualifications

• Genesys PureCloud certification