Note: The job is a remote job and is open to candidates in USA. O2 Technologies, Inc. is seeking a Senior Cloud Engineer for Genesys PureCloud to support AAA Club Alliance. This role involves designing, implementing, and supporting IVR/ACD scripts, managing contact center technologies, and providing Tier 3 support while ensuring compliance with industry standards.
Responsibilities
- IVR/ACD Design & Implementation
- Omni-Channel Routing Architecture
- Contact Center Capacity Planning
- Tier 3 Technical Support
- Telecom Root Cause Analysis
- PCI Compliance Management
- Disaster Recovery Planning
- Usage & Network Traffic Reporting
- Vendor Management & Procurement
- Business Stakeholder Communication
- Unified Messaging Configuration
- Call Center Performance Optimization
Skills
- 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
- Bachelor's Degree in Computer Science, Information Technology, Computer Engineering, Electrical Engineering, Telecommunications Engineering
- Master's in Computer Science
- Master's in Telecommunications
- MBA
- Industry Experience in Contact Center / Call Center
- Industry Experience in Telecommunications
- Industry Experience in Cloud Services
- Industry Experience in Unified Communications
- Industry Experience in SaaS Customer Experience Platforms
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