Senior Genesys Cloud Engineer
Beacon Hill Staffing Group, LLC

Beacon Hill was founded to set a new standard in search, career placement and flexible staffing.

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

Beacon Hill is an equal opportunity employer and individuals with disabilities and/or protected veterans are encouraged to apply.

California residents: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

If you would like to complete our voluntary self-identification form, please click here or copy and paste the following link into an open window in your browser: https://jobs.beaconhillstaffing.com/eeoc/

Completion of this form is voluntary and will not affect your opportunity for employment, or the terms or conditions of your employment. This form will be used for reporting purposes only and will be kept separate from all other records.

Company Profile:

Beacon Hill Technologies, a premier National Information Technology Staffing Group, provides world class technology talent across all industries utilizing a complete suite of staffing services. Beacon Hill Technologies' dedicated team of recruiting and staffing experts consistently delivers quality IT professionals to solve our customers' technical and business needs.

Beacon Hill Technologies covers a broad spectrum of IT positions, including Project Management and Business Analysis, Programming/Development, Database, Infrastructure, Quality Assurance, Production/Support and ERP roles.

Learn more about Beacon Hill and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting www.bhsg.com .

Benefits Information:

Beacon Hill offers a robust benefit package including, but not limited to, medical, dental, vision, and federal and state leave programs as required by applicable agency regulations to those that meet eligibility. Upon successfully being hired, details will be provided related to our benefit offerings.

We look forward to working with you.

Beacon Hill. Employing the Future™