Genesys Cloud Architect - Remote / Telecommute

• 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.

Certification Requirements:

• Google Cloud Platform (Mandatory).
• ITIL Foundation (Preferred).

Skills Required:

• 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 APIs integration with third-party solutions and CRMs like Salesforce, etc.
• Candidate should have knowledge of 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 work is required.
• Flexibility to work across different time zones.
• Resources should be flexible for working in NA shift projects as well.

Roles and Responsibilities:

• Resolving incident cases.
• Monitor capacity, performance, and availability using network tools and act to correct anomalies when needed.
• Incident tracking to ensure continuity across shifts.
• Vendor management with PSTN service providers and OEMs for resolution of tickets.
• Coordination of communication bridges during major outages.
• Participate in operational processes (Daily Ops, Change Control, Incident Management, Request for Service, etc.).
• Adhering to defined SLAs.
• Handling tickets and 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.