Senior Cloud Engineer - Unified Communications Job at AAA Life Insurance Company, Livonia, MI

M0hSSG5KSjF0QS8xSVNZdGdwWW9VN3MrblE9PQ==
  • AAA Life Insurance Company
  • Livonia, MI

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

#LI-Hybrid

PIaa85eb469244-30492-37759346

Job Tags

Similar Jobs

Savvy Talent

Personal Chef Job at Savvy Talent

 ...We are seeking a skilled and dedicated Personal Chef to join our familys household and provide exceptional culinary services. As a Personal Chef, you will be responsible for creating delicious and healthy meals tailored to our familys preferences and dietary needs. This... 

Minnesota Department of Transportation

Surveying Technician Job at Minnesota Department of Transportation

This position performs as survey lead worker in absence of the crew lead. Other duties include: Sets up real time kinematic global position systems or total station. Performs data comparison from real time kinematic global position systems or total station. Assists...

Integration International Inc.

Environmental Health Safety Specialist Job at Integration International Inc.

 ...compliance of site contractors and vendors within the USH EHS Contractor Safety Database in accordance with the UDX written program....  ...required. Expertise in critical safety concepts, including Cal OSHA/Title 8 regulations, lock out tag out, fall protection, walking... 

Buckle My Shoe Preschool

Assistant Preschool Teacher Job at Buckle My Shoe Preschool

We are seeking a warm, collaborative, and proactive Assistant Teacher to join our Reggio Emilia-inspired infant/toddler program for this school year. This is a hands-on, supportive role ideal for someone passionate about early childhood education and eager to grow within...

Flagship Facility Services, Inc.

Specialty Cook- Mediterranean/Chinese Job at Flagship Facility Services, Inc.

 ...on local and organically grown ingredients. The Vision: Bring the world closer together. Summary/Objective As a Line Cook Specialty for our company you will be responsible for producing consistent quality food products through the use of standard recipes...