Contact Center Genesys Cloud Architect (Remote Opportunity)

This is a remote contact center expert role in the United States, responsible for CCaaS capabilities and implementation, technical planning, architecture development, and troubleshooting. The ideal candidate will have 5+ years of hands-on architect experience with CCaaS technology and 3+ years of experience integrating CCaaS systems with CRM solutions.

Requirements

• 3+ years in contact center operations
• 5+ years demonstrated hands-on architect experience with CCaaS technology or a cloud based telephony system (Genesys Cloud preferred)
• 3+ years hands-on experience integrating CCaaS systems with CRM solutions like Salesforce, MS Dynamics, etc.
• High school degree or GED equivalent
• Associate Degree Associate or bachelor’s degree in a technical field
• Genesys Cloud CX: Developer (GCX-GCD), Architect (GCX-ARC) and/or Scripting (GCX-SCR) Certification
• Genesys Cloud CX: Professional Certification (GCX-GCP) is highly preferred
• Hands-on experience within telecommunications integrating multiple channels into a CCaaS platform and developing complex call flows and scripts.
• Demonstrated experience effectively utilizing contact center software applications to optimize interaction handling processes, improve contact center performance and enhance the overall customer experience.
• Experience supporting contact center operations and technology (reporting, dialers, IVR, ACD, WFM, QA, gamification, etc.).
• Knowledge of API protocols, API design and software development. Experience with open APIs and CCaaS integration with other solutions (like Salesforce, ServiceNow and Microsoft Dynamics).
• Proficiency monitoring, troubleshooting and promptly resolving CCaaS and telecom service issues.
• Excellent analytical, communication, organizational and critical thinking skills.
• Self-starter with the ability to work with minimal supervision but, when necessary, consult with lines of business and stakeholders for direction and/or clarity.
• Ability to effectively prioritize and execute tasks in a high-pressure environment and react to project adjustments and alterations promptly and efficiently.
• Customer service focused and skilled at building relations with operational leaders and stakeholders.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) retirement plan
• Life insurance
• Long-term disability insurance
• Short-term disability insurance