AAA Club Alliance

About the Company

For more than 100 years, we’ve been helping people get to where they’re going. We were founded on Roadside Assistance, and have progressively expanded our offerings to include insurance, retail, and travel services in order to assist more customers. We’ve created an environment where you can look forward to coming to work and interacting with compassionate people who enjoy what they do and love supporting their team.

We’re dedicated to keeping our Associates fulfilled and helping them feel secure. With such a diversity of products and services, our Associates have the opportunity to fulfill customer needs while advancing their own career. AAA Club Alliance received the prestigious Ragan Diversity Award for Allyship in Action in 2021 and in 2023 was a finalist for Ragan’s Corporate Social Responsibility & Diversity Award for our Stepping Up for Hunger campaign. For more information, please visit www.AAA.com/Careers and follow us on social media @AAAClubAlliance.

Listed Jobs

Company Name

AAA Club Alliance

Job Title

Genesys Cloud Senior Engineer

Job Description

**Job Title:** Genesys Cloud Senior Engineer **Role Summary:** Lead design, configuration, and support of Genesys PureCloud (Genesys Cloud) solutions for an omni-channel contact center environment, ensuring system performance, integration, and compliance with telecom standards. **Expectations:** 6+ years of technical experience, including 2+ years in Genesys PureCloud platforms; Genesys PureCloud certification required. Expertise in contact center technologies, scripting, and systems troubleshooting. **Key Responsibilities:** - Design, implement, and maintain IVR/ACD scripts, architect flows, and omni-channel (voice, email, chat) applications. - Administer and support PureCloud, including user setup, system changes, and integration with Salesforce Voice Cloud. - Conduct Tier 3 support, root-cause analysis, and proactive maintenance for telecom systems and incidents. - Develop long-term capacity plans and disaster recovery strategies for omni-channel platforms. - Monitor telecom system performance, generate traffic reports, and conduct PCI compliance activities. - Liaise with vendors during installations or hardware issues and provide technical documentation for system changes. **Required Skills:** - Proficiency in Genesys PureCloud APIs, HTML, REST, Microsoft SQL Server, and third-party APIs. - Expertise in SIP/H.323 troubleshooting, IVR/ACD script development, and Java/JavaScript. - Strong understanding of telecommunications protocols, network systems, and voice/data optimization. - Analytical skills for evaluating system performance, conducting research, and resolving telecom issues. - Excellent communication for collaborating with business stakeholders and end users. **Required Education & Certifications:** - Bachelor’s degree in Computer Science, Business Administration, or related field. - Genesys PureCloud certification required. - Prior experience with contact center technologies (ACD, dialers, call recordings, WFM) and system certification.

Wilmington, United states

Hybrid

Senior

16-03-2026