AAA Club Alliance is currently seeking a full-time Senior Genesys Cloud Engineer to 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:
+ R esponsible 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 artifa...