Role: Genesys Cloud Architect

• 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.