What are the responsibilities and job description for the Senior Cloud Engineer position at AAA?
Overview
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 3rd 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, Information Technology, or related field (or equivalent experience).
- Experience with SIP, VoIP, and network protocols.
- Strong communication and documentation abilities.
- Hands-on experience with Genesys Cloud CX3 platform, including configuration, administration, and troubleshooting.
- Strong understanding of Genesys Architect for call flow design, IVR scripting, and routing strategies.
- Proficiency in configuring queues, skills, user roles, and permissions within the Genesys Cloud environment.
- Ability to monitor and analyze contact center performance using Genesys Cloud reporting and analytics tools.
- Knowledge of Omnichannel capabilities including voice, chat, email, and social media within Genesys Cloud.
- Knowledge of compliance and security standards related to call recording and data retention.
- Integrate E911 solutions with platforms such as Cisco UCM/UCCE, Microsoft Teams, and Genesys Cloud.
- Collaborate with safety and facilities teams to maintain accurate location databases and emergency response plans.
- Knowledge of ITIL practices and experience in enterprise environments.
- Familiarity with Agile methodologies and SDLC processes.
- Strong documentation, architectural diagramming, and technical leadership skills.
Preferred Qualifications
- Strong understanding of Microsoft Teams architecture, administration, and voice capabilities (Direct Routing, Phone System, Teams-certified SBCs).
- Experience managing Teams policies, user provisioning, and Teams Rooms configurations.
- Experience with Teams PowerShell modules for automation and configuration.
- Microsoft certifications such as MS-700: Managing Microsoft Teams or Microsoft 365 Certified: Teams Administrator Associate are a plus.
- Genesys certifications such as Genesys Cloud Certified Professional (GCP) – Architect or Developer are a strong plus
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