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Location: Hybrid Wilmington, DE (Must work on site 3 days/week)
Position Description
Responsible for the design, configuration, implementation, and support of IVR/ACD and Omni‑Channel solutions including voice, chat, and email routing within Genesys PureCloud (Genesys Cloud). Acts as a Tier 3 support resource, performing complex troubleshooting, root cause analysis, proactive maintenance, and system optimization.
Serves as the subject matter expert for Genesys Cloud, evaluating work requests, documenting requirements, designing solutions, and developing Architect flows, scripts, and IVR/ACD attendant applications. Leads long‑term platform strategy, capacity planning, and performance monitoring to support future Omni‑Channel needs.
Administers user setup and move/add/change requests, supports integrations such as Salesforce Voice Cloud, and collaborates with vendors as needed for implementations and issue resolution. Monitors telecom traffic, generates usage and performance reports, supports disaster recovery planning, and ensures compliance with PCI and information security policies. Communicates effectively with end users and business leaders regarding request status and system performance.
Required Skills
* 6+ years of relevant technical experience
* 2+ years of hands‑on experience with Genesys PureCloud (Genesys Cloud)
* Strong experience with contact center technologies including ACD, IVR, dialers, call recording, and WFM
* Expertise in Architect flows, IVR/ACD scripting, and Genesys APIs
* Development experience with Java, JavaScript, HTML, REST/Web Services, SQL Server, and third‑party APIs
* Strong analytical and problem‑solving skills in telecommunications environments
* Solid understanding of networking protocols, operating systems, and call center telecom practices
* Hands‑on experience configuring and optimizing voice, video, and unified communications platforms
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