Senior Cloud Engineer - Unified Communications

US-MI-Livonia

Job ID:
Type: Regular Full-Time
# of Openings: 1
Category: Information Technology
Livonia, MI Hybrid

Overview

We are seeking a highly skilled and versatileSenior Cloud Engineer - Unified Communications to lead the design, integration, and optimization of our enterprise contact center solutions. This role requires deep expertise inGenesys Cloud CX3, with strong working knowledge ofCisco Voice infrastructure,Verint Workforce Optimization,Microsoft Teams, andPower BIfor 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 maintainGenesys Cloud CX3environments, including Architect call flows, routing strategies, and integrations.
Collaborate with cross-functional teams to integrate3rd Party, Salesforce,andVerint WFO/WEMsolutions 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 supportworkforce management,quality monitoring, andspeech analyticsusing 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

Bachelors degree in Computer Science, Engineering, or related fieldor 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

PI78bcc1ca9b07-9346

Required Preferred Job Industries

Other

AAA Life Insurance Company

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Senior Cloud Engineer - Unified Communications