Senior Genesys Cloud Engineer

AAA Club AllianceWilmington, OH
$100,384 - $135,599Hybrid

About The Position

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.

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
  • Java/JavaScript
  • Excellent analytical skills, especially in a telecommunications field.
  • Ability to conduct research into telecommunications issues and products.
  • Strong hands-on knowledge of the configuration and optimization of telecommunications equipment, video teleconferencing equipment, and voice/data equipment.
  • Working technical knowledge of current Internet and network protocols, operating systems, and standards.
  • Working technical knowledge of current telecommunications practices, protocols, and principles in call center environments.

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 ad 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.
  • Generates usage and network traffic reports for voice video and messaging 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.
  • Acknowledges and abides by all Information Security Policies.

Benefits

  • A competitive salary $100,384 to $135,599.
  • 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.
  • Other benefits include a free AAA Premier Membership, Health & Wellness Program, Health Concierge Service, Health & Life Insurance, Short Term/Long Term Disability.
  • Full time Associates are offered a comprehensive benefits package that includes: Medical, Dental, and Vision plan options
  • Up to 2 weeks Paid parental leave
  • 401k plan with company match up to 7%
  • 2+ weeks of PTO within your first year
  • Paid company holidays
  • Company provided volunteer opportunities + 1 volunteer day per year
  • Free AAA Membership
  • Continual learning reimbursement up to $5,250 per year
© 2026 Teal Labs, Inc
Privacy PolicyTerms of Service