A Genesys Cloud Contact Center Architect is responsible for the overall improvement, automation, support, and innovation of our Genesys Cloud platform.
- The Individual will work with our Implementation team and Business Analyst to maintain a high degree of interaction, satisfaction, and recommend and implement technical solutions that meet established business objectives as well as recommend innovative solutions to solve complex business problems.
Responsibilities:
- Participate in requirements gathering meetings.
- Analyze Functional and Non-Functional requirements of the Application.
- Design and propose technical solutions to meet business needs.
- Investigate, troubleshoot, and resolve user issues with Genesys Cloud working closely with IT/Development as needed.
- Technically support the development team in implementing the solution to ensure adherence to defined business rules and technical standards.
- Create and maintain required diagrams, documentation, and processes to ensure continuous operation of the Genesys Cloud ecosystem.
- Collaborate with other admins, developers, and business analyst’s environment assessing and evaluating new project requests and defining user stories.
- Plan and implement effective change and release management policies and practices.
- Stay up to date on the latest SaaS/Genesys Cloud platform technologies and features available for us within our Genesys Cloud ecosystem.
- Collaborate with Product Management to prioritize business cases for new functionality/features needed for Product Support as well as to understand new beta features available for Product Support to test.
- Provide alignment between the Automation and Test Design areas Unitary, Integrated Testing and QA.
- Support in the testing phases – Unitary, Integrated and Regressive Test and Hypercare.
- Provide approval support to users and integrated systems.
Experience:
- Experience with Genesys Cloud is highly recommended, with overall 10+ years of experience.
- Working experience building, deploying, voice call flows.
- Experience in working on integration with CRM tools e.g. Salesforce.
- Hands on experience troubleshooting enterprise SaaS UC/IVR systems.
- Expertise in utilizing APIs.
- Experience working within an agile/DevOps environment.
- Experience with cloud-based technologies.
- Ability to thrive in fast paced environment with attention to detail.
- Excellent oral and written communication skills.
- Ability to multi-task, prioritize and be detail oriented.
- Ability to work independently, take initiative, be proactive and resourceful.
- Creative and critical thinking skills.
- Proven experience in working on projects aimed at the financial market, namely: banks, brokers, acquirers and fintech’s.
- Experience in business consultancy involving Contact Center Genesys Cloud solutions.
- Experience in implementing Genesys Contact Center projects public cloud containing voice, media (Chat, E-mail, SMS, WhatsApp, Video and Social Networks) and Embedded Framework.
Job Type: Full-time
Pay: $150,000.00 per year
Schedule:
Work Location: On the road