Job ID: TX-529400973

Hybrid/Local Genesys Applications Architect with Contact Center Technologies, Telecom, Dialer optimization, Routing logic, IVR call flow, PureCoud, AppFoundry, Call Center Design, on-premises to cloud migration and SBC experience

Location: Austin, TX (HHSC)
Duration: 3 MOnths
Position: 1
Position will be 4 days remote with 1 day (Wednesdays) required to be onsite at the location listed above. Program will allow candidates who are LOCAL ONLY.
Please do not submit candidates who are currently out of state and are planning to move to Texas. Candidates must already reside in Texas.
Skills:
6 Required Experience within Telecommunication having worked on Contact Center Technologies.
6 Required Dialer optimization: deep knowledge of Inbound and Outbound (preview, power, progressive) call routing.
6 Required Routing logic experience, configuration of Queues and Skills and associated routing (Standard, Bullseye or Preferred Routing).
6 Required Real time troubleshooting IVR call flow, telephony, call quality, functionality and usability verification.
6 Required Day-to-day management and support including call routing, agent creation, IVR, phone queues and reporting.
4 Required Experience with Genesys Architecture and Integration of various / multiple channels into Genesys.
4 Required Provide subject matter expertise in Genesys PureCoud Contact Center and AppFoundry integrations.
4 Required Drive the decision-making processes for Call Center Design, Implementation and Support.
4 Required Architect Call flows, IVRs, skills, permissions, roles, data points, user, etc.
4 Required Design, implementation, and support of Genesys Cloud solutions, including the migration of Genesys on-premises to cloud.
4 Required Genesys on prem to cloud migration experience required.
4 Required Integrate Genesys Cloud with other systems and applications.
4 Required Maintain and support Genesys Cloud solutions.
2 Preferred Work with business stakeholders to understand requirements and develop solutions.
2 Preferred Stay up to date on Genesys Cloud technologies and best practices.
2 Preferred Implement network security.
2 Preferred Conducting discovery sessions to understand the current process. Preparing design documents, basis discovery outcomes and finalizing the delivery scope.
2 Preferred Walkthrough of delivery scope to the development team and getting it implemented.
2 Preferred Conducting train, the trainers program.
2 Preferred Managing and helping the development team.
2 Preferred Preparing project plan, action trackers and ensuring timelines are met.
2 Preferred Implement SBC solution.
2 Preferred Install, Configure, test SBC across regions.

Description:
This contract may continue through August 2025. This position will serve as the Application Architect II for HHSC state owned Genesys CX3 CCaaS Cloud solution. Responsibilities will include implementation of Genesys CX3 CCaaS platform architect flow familiar with best practices, design, and configuration experience. It is important that they have great people skills and are passionate about the Genesys CX3 CCaaS platforms capabilities. This position will work closely with HHSC resources and vendor resources for support and management of the platform. This position will serve as a technical resource for configuration of and integration of HHSC Enterprise Telecom Genesys CX3 CCaaS platform. Additionally, this role will be a subject matter expert for Telephony SBC, VoIP, and SIP services for integration with the CCaaS platform.

The ideal candidate for this role will have good leadership skills, with appropriate technical expertise.
Good understanding of networking topologies and their associated interconnectivity with the LAN/WAN infrastructure, Contact Centre infrastructure.
Ability to maintain a strong vendor communication/relationship.
Be part of a team that performs sustainable continuous improvement, identifying and removing organizational barriers affecting the team, processes and products owned.
Maintain an agile mind-set by adopting the practices and processes identified as being required for our domain, leveraging agile delivery methods.
Work with business stakeholders to understand requirements and develop solutions.
Conduct discovery sessions to understand the current process. Preparing design documents, basis discovery outcome and finalizing the delivery scope.
Perform walkthrough of delivery scope to the development team and get it implemented.
Preparing project plans, action trackers and ensuring timelines are met.