Senior Cloud Engineer Unified Communications

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 3^rd 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

Bachelors degree in Computer Science Engineering or related field-or 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).