Job Description
We are seeking a highly skilled and versatile Senior Cloud Engineer - Unified Communications to lead the design, integration, and optimization of our enterprise contact center solutions. This role requires deep expertise in Genesys Cloud CX3, with strong working knowledge of Cisco Voice infrastructure, Verint Workforce Optimization, Microsoft Teams, and Power BI for reporting and analytics. The ideal candidate will play a key role in delivering seamless, secure, and data-driven customer engagement experiences.
Responsibilities - Design, configure, and maintain Genesys Cloud CX3 environments, including Architect call flows, routing strategies, and integrations.
- Collaborate with cross-functional teams to integrate 3 rd Party, Salesforce, and Verint WFO/WEM solutions into the contact center ecosystem.
- Develop and maintain IVR scripts, queues, skills, and user profiles in Genesys Cloud.
- Ensure high availability, performance, and security of contact center platforms.
- Implement and support workforce management, quality monitoring, and speech analytics using all available environments.
- Troubleshoot and resolve complex issues across Genesys, Cisco, and Verint platforms.
- Monitor system performance and generate reports using CUIC, Genesys Analytics, and Verint dashboards.
- Participate in change management, documentation, and compliance processes.
- Provide technical leadership and mentorship to junior engineers and support staff.
- Resolves Help Desk tickets related to areas of assigned responsibility. Uses advanced problem-solving skills to isolate and identify user problems, including issues escalated from other staff, to include on-call support outside of “normal” working hours.
- Collaborates with team members to develop and assess Disaster Recovery plans.
- Follows company Change Management processes for the implementation of changes in the production network environment.
Qualifications - Bachelor’s degree in Computer Science, Engineering, or related field—or equivalent experience.
- 5+ years of DevOps engineering experience, with at least 2 years in a senior or lead role.
- Proven experience designing and supporting modern CI/CD pipelines and automation frameworks (e.g., Jenkins, Ansible, Build Forge, Midvision).
- Strong scripting experience (Python, Shell, PERL, JACL/Jython).
- Deep understanding of cloud-native architectures, infrastructure-as-code, and DevOps best practices.
- Hands-on experience with application servers and middleware technologies (IBM WebSphere, Apache Tomcat, Glassfish, Payara, WebLogic).
- Strong grasp of the OSI model, system integration, and service-oriented architectures (SOA).
- Familiarity with Windows, Linux, and IBM i (iSeries) environments.
- Experience with application performance monitoring, disaster recovery planning, and high availability solutions.
- Solid understanding of SSL, load balancers, DNS, and networking fundamentals.
- Experience with testing and debugging tools (SOAP UI, LoadRunner, RFHUTIL, JUnit).
- Familiarity with Agile methodologies and SDLC processes.
- Strong documentation, architectural diagramming, and technical leadership skills.
- Preferred Qualifications:
- Background in insurance, financial services, or other regulated industries.
- Experience with IBM MQ, Message Broker, DataPower, WSRR, and middleware security.
- Familiarity with SQL and NoSQL databases (e.g., SQL Server, MySQL, Oracle).
- Experience with application delivery controllers (e.g., Citrix NetScaler, F5).
- Exposure to configuration management tools (Chef, Puppet, Ansible).
What We Offer:
- A collaborative, energetic work environment where you can put your passion for people to work
- Medical, Dental, Vision, Life and Disability coverage available day one
- Pension Plan
- Performance-based incentive plan
- 401k available with a Company match
- Holidays and Paid Time Off
- AAA Basic Membership
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