Senior Cloud Voice Engineer- Unified Communications (Livonia)Refactor Talent • Livonia, MI, United States

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Senior Cloud Voice Engineer- Unified Communications (Livonia)

Refactor Talent • Livonia, MI, United States

16 hours ago

Job type

Full-time

Job description

Were seeking to connect a Senior Cloud Voice Engineer with a leading company in the technology sector on an ongoing basis. This role is hybrid, allowing flexibility while being integral to enhancing our enterprise contact center solutions. As a Senior Cloud Engineer, you will leverage your expertise to design, integrate, and optimize backend systems that foster seamless customer engagement experiences.

Must be authorized to work in the US without sponsorship. NO C2C - please refrain from applying

Key Responsibilities :

Design, configure, and maintain Genesys Cloud CX3 environments, including architecting call flows and routing strategies.

Collaborate with cross-functional teams to integrate third-party solutions, Salesforce, and Verint Workforce Optimization into the contact center ecosystem.

Develop and maintain IVR scripts, queues, and user profiles in Genesys Cloud, ensuring high system availability, performance, and security.

Troubleshoot and resolve complex issues across Genesys, Cisco, and Verint platforms, providing technical leadership and mentorship to junior staff.

Monitor system performance and generate reports using CUIC, Genesys Analytics, and Verint dashboards, while participating in change management and compliance processes.

Collaborate with team members to develop Disaster Recovery plans and follow company Change Management protocols.

Qualifications :

Bachelors 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.

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 plus

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Senior Cloud Engineer • Livonia, MI, United States

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