Application Architect II for 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 a passionate about the Genesys CX3 CCaaS platforms capabilities. This position will work closely with 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 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.

Minimum Requirements:
Candidates that do not meet or exceed the minimum stated requirements (skills/experience) will be displayed to customers but may not be chosen for this opportunity.

Years

Required/Preferred

Experience

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 outcome sand finalize 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 ensure timelines are met.

2

Preferred

Implement SBC solution.

2

Preferred

Install, Configure, test SBC across regions.

Job Type: Contract

Salary: $80.00 - $85.00 per hour

Schedule:

• 8 hour shift

Experience:

• Genesys: 8 years (Required)
• Call center management: 10 years (Preferred)

Ability to Relocate:

• Austin, TX 78751: Relocate before starting work (Required)

Work Location: Hybrid remote in Austin, TX 78751