Position Overview:

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As a Genesys CX Architect, you will lead the design, implementation, and optimization of advanced contact center solutions using the Genesys CX platform. The role will be critical in driving design, requirements gathering, innovation, enhancing customer experiences, and ensuring seamless operations and maximum efficiency.

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Key Responsibilities:

\n\nCollaborate with stakeholders to gather business requirements and translate them into technical designs.\nDesign and implement contact center solutions, including IVR routing strategies, reporting mechanisms, and system integrations.\nProvide technical leadership and guidance throughout the project lifecycle.\nOptimize system performance and scalability to meet evolving business needs.\nStay informed about industry trends and best practices to continually improve our contact center capabilities.\nTroubleshoot, update, configure, and patch Genesys Cloud Contact Center solutions.\nCollaborate with cross-functional teams to ensure seamless integration and operation.\nMonitor system performance and implement optimizations to maintain high availability and reliability.\nAssist in designing and implementing new features and functionalities within the Genesys Cloud platform.\nDevelop and maintain documentation for system configurations, processes, and procedures.\nTrain and support internal teams and clients as needed.\nStay current with industry trends and best practices related to cloud contact centers and Genesys Cloud.\nArchitect Quality Management (QM), Workforce Management (“WFM”) / Workforce Engagement Management (“WEM)\n\n

Preferences:

\n\nExtensive experience in designing and implementing contact center solutions using the Genesys CloudCX platform within a HealthCare Environment.\nProficiency in IVR scripting, routing strategies, reporting configuration, and system integration.\nStrong analytical and problem-solving skills with the ability to translate business requirements into technical solutions.\nExcellent communication and stakeholder management skills with the ability to collaborate effectively across teams.\n\n\nValid Genesys Cloud Certified Professional Certification.\nExtensive knowledge and experience with Genesys Cloud.\nBroad experience with VoIP, Networking and Telecom products and solutions.\nWireshark (Packet Capture understanding).\nAbility to create/develop reusable Data Actions Libraries and Architect Libraries.\nStrong Understanding of Advanced Dialer Concepts.\nREST understanding and familiarity.\nUnderstanding of Active Directory and related services- DNS DHCP, Azure, AWS, SCIM, SSO.\nDatabase concepts and systems.\nConceptual understanding of AWS and AZURE architecture.\nStrong understanding interdependencies of 3rd party technologies. \nStrong understanding of AWS Lex Bot.\nStrong understanding of Google Dialog Flow.\nBot Consumption and creation through architect.\nReusable Bot Creation.\nAbility to build REST APIs\n\n

Experience Preferences:

\n\n12+ years in the design, development, and architecture of Genesys Engage technology, with specialization in voice, email, and work item channels.\nAn understanding custom solutions using Genesys SDKs.\nAbility to articulate complex design solutions to business stakeholders and IT teams.\nExperience in developing IVR code using Composer and routing strategies with IRD.\nStrong presentation skills, including documentation and PowerPoint presentations.\nExpertise in voice/Unified Communications (UC) is a plus.\nExcellent problem-solving skills and meticulous attention to detail.\nStrong communication and interpersonal skills.\nAbility to work independently and as part of a remote team.\nRelevant certifications in Genesys Cloud or related technologies are advantageous.\nStrong understanding of Quality Management (QM), Workforce Management (“WFM”) / Workforce Engagement Management (“WEM)\nExperience with Cisco Contact Center Enterprise and migrating from on-premises to Genesys cloud.\nHands-on experience with interaction recording, speech analytics, reporting, GP, and external integrations with custom CRM applications.\n\n

BENEFITS

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Our competitive benefits package includes the following

\n\nImmediate eligibility for health and welfare benefits\n401(k) savings plan with dollar-for-dollar match up to 5%\nTuition Reimbursement\nPTO accrual beginning Day 1\n\n

Note: Benefits may vary based upon position type and/or level

QUALIFICATIONS

\n\n\n\tEDUCATION - Bachelor's or 4 years of work experience above the minimum qualification\n\tEXPERIENCE - 5 Years of Experience\n