Job Title: Genesys Solution Architect

Locations: Remote until Covid- Louisville, KY

Duration: Long Term Contract

 Roles & Responsibilities:

• Partner with product managers and product owners to understand business needs and develop architecture solutions and blueprints for the customer experience center platform solutions
• Lead and govern technical solutions meeting functional/non-functional requirements and drive technology solution implementations
• Establish cloud platform governing and operating model
• Provide best practice recommendations and optimization opportunities within the contact center experience platform
• Collaborate with internal and external stakeholders for the solution, designing and implementing customer experiences using GenesysPureCloud platform
• Experience as a Cloud Architect involving large scale cloud contact center experience using GenesysPureCloud platform
• Experience in implementing capabilities including (but not limited to): Omni-channel – “Queuing, routing, and experience”, Softphone, Voice Authentication, Desktop Process Automation and Analytics, Speech Analytics, Call Recording, Workforce Management, AI/ML, Chatbots, etc.
• Experience implementing Genesys Workforce Optimization (WFO) and Workforce Engagement Management (WEM)
• Experience architecting and designing complex Queuing/Routing, Call Flow, Conversational flows using GenesysPureCloud Architect
• Experience building conversational applications (e.g. Google Dialogflow, IBM Watson Assistant, or Amazon Connect)
• Experience integrating GenesysPureCloud with CRM Application (Salesforce & MS Dynamics)
• Technically hands-on experience with setting up pilots and POC for solution evaluations on the SaaS platform
• Good understanding of public cloud (Azure) computing architectures and services. Experienced in the use of cloud-native technologies, cloud cybersecurity, and implementation patterns
• Architecture development experience across Business, Application, Data and Technology domains
• Excellent communication and influencing skills
• Experience of leading major strategic business and IT transformation programs
• Ability to explain complex technical issues in a way that non-technical people may understand
• Proven track record of the mentoring team in adopting new technologies
• Working with vendors to enhance tool capabilities to meet enterprise needs
• Using agile methodologies (ex: SAFe), have experience with a waterfall as well