What are the responsibilities and job description for the Genesys Cloud Architect - Remote / Telecommute position at Cynet Systems?
We are looking for a Genesys Cloud Architect - Remote / Telecommute for our client in Raritan, NJ
Job Title: Genesys Cloud Architect - Remote / Telecommute
Job Location: Raritan, NJ
Job Type: Contract
Job Overview:
Pay Range: $51hr - $56hr
Responsibilities:
- Resolving incident cases.
- Monitor capacity, performance, and availability using popular network tools and act to correct anomalies when needed.
- Incident tracking to ensure continuity across shifts.
- Vendor management with PSTN Service provider, OEM for resolution of tickets.
- Coordination of communication bridges during major outages.
- Participate in Operational processes (Daily Ops, Change Control, Incident management, request forservice, etc).
- Adhering to defined SLAs.
- Handling tickets/requests.
- Troubleshooting technical issues.
- Ensuring that defined processes are adhered to.
- Report regularly concerning key counters and measures of the voice network through health checks.
- Genesys Release Management.
- Excellent communication and conversation skills (Verbal and Written).
- Good documentation skills.
- Good working knowledge of MS OFFICE (Including MS Project and Visio).
- Should have good customer handling skills.
- Google Cloud Platform (Mandatory).
- ITIL Foundation (Preferred)].
- Experience in migrating contact centres to Genesys Cloud CX. Should be hands-on in Genesys Cloud enablement, configuration, and support.
- Experience working with Customer Service Operations: Experience in Contact Center channels, leading Customer Service operations assessment/benchmarking, identifying gaps and deriving a business case for driving improvements.
- Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing: Experience in Genesys Cloud/Engage suite.
- Should be hands-on in Genesys Architect Call flows, IVRs, skills, permissions, roles, routing, queues etc.
- Experience in Genesys Cloud administration & application experience: Use Genesys Architect/Composer/Designer, Genesys Framework Components (such as Edge, BYOC, SIP, GAX, GVP, AppFoundry, eServices, GRE, URS, Info Mart, GMS, OCS, GPlus Integrations etc.) or similar solutions.
- Genesys API's integration with 3rd party solutions and CRMs like Salesforce etc.
- Candidate should have knowledge on Engineering, consultation and be able to assist with day-to-day operational activities on Genesys Cloud CX.
- Provide Tier 3 support during critical incidents as necessary.
- Participate and lead ongoing technology research and strategic planning for contact center services.
- Perform some Genesys infrastructure maintenance work; some after-hours z6/ work is required.
- Flexibility to work across different time zones.
- Resources should be flexible for working in NA Shift Projects as well.
Salary : $51 - $56