Overview
On Site
Contract - W2
Skills
Dell
Preventive Maintenance
Performance Management
Management
Computer Hardware
Risk Assessment
Finance
SLA
Recruiting
Project Management
Negotiations
Service Delivery
Standard Operating Procedure
Modeling
Workflow
Documentation
Sales
Presentations
Leadership
Research
Business Process
International Sales
IT Architecture
Solution Architecture
IT Management
Customer Experience
Customer Engagement
Routing
Cloud Computing
Interactive Voice Response
Artificial Intelligence
Machine Learning (ML)
Natural Language Processing
Genesys
Problem Solving
Conflict Resolution
Collaboration
Communication
Job Details
Consultant, IT Architecture
Dell Digital
Location: 100% Remote
Hours: Standard work hours, 8:00 AM - 5:00 PM
ACCOUNTABILITIES
We are seeking an experienced Genesys Cloud CX3 Expert, particularly focused and highly skilled in Genesys Cloud Architect and Genesys Cloud Admin, to act as a technical lead for the development and implementation of our customer experience solution. This role requires technical expertise with Genesys Cloud Architect and the creation of the complete customer journey, including contact flow design with backend integration and AI-driven customer engagement.
KEY RESPONSIBILITIES
Dell Digital
Location: 100% Remote
Hours: Standard work hours, 8:00 AM - 5:00 PM
ACCOUNTABILITIES
- Implements technical solutions and management processes to achieve overall objectives by implementing systems or enterprise-wide solutions using the company's or a third party's hardware/software products, processes, and methodologies.
- Integrates solutions and strategies within the customer environment based on the analysis of customer business goals, objectives, needs, and existing systems infrastructure.
- Identifies additional product/services sales opportunities in the customer organization.
- Assists the sales organization and related Practice Areas as technical/industry subject matter experts.
- Requires skills and understanding of industry best practices and methodologies to tie dissimilar components together into an aggregate system.
- Acts as the primary expert to construct the specific solution, scope document, risk profile, and corresponding financials.
- Uses expertise to construct specific and detailed solutions encompassing process, technology, project, and staffing plans.
- Constructs risk assessments and corresponding remediation plans relative to custom solution proposals.
- Participates in the construction of financial models that align with custom solution proposals.
- Composes applicable services agreements (e.g., Statements of Work, SLA documentation) that specify processes, technology, staffing, deliverables, commitments, risk, and project management aspects of a solution.
- Supports deal negotiation and closure, including transition support to service delivery.
- Serves as a services subject matter expert to both internal and external customers.
- Follows all organizational standard operating procedures related to cost modeling, approvals, reviews, workflows, documentation, and deliverables.
- Participates in applicable win-loss reviews and incorporates learnings into future solutions.
- Leads a technical team in developing solutions to complex business problems.
- Leads the design of multiple service areas or technologies within a broader services solution; leads overall technical implementation for large and complex engagements.
- Contributes to the sales pursuit strategy.
- Participates or leads customer presentations at the senior leadership level or higher.
- May participate in or lead the establishment of operational plans and processes for the group.
- Leads research, discovery, planning, and implementation efforts to improve business processes.
- Mentors less experienced team members.
- May be involved in international sales opportunities.
- Provides expertise on the availability and viability of third-party components and services.
- Ensures third-party components comply with established architecture.
- Implements the IT architecture and total systems solutions to meet the enterprise-wide requirements of the customer.
- Participates in the Solution Architecture Review for projects, applications, and infrastructure.
- Defines standardized reference architectures for processes and technology.
We are seeking an experienced Genesys Cloud CX3 Expert, particularly focused and highly skilled in Genesys Cloud Architect and Genesys Cloud Admin, to act as a technical lead for the development and implementation of our customer experience solution. This role requires technical expertise with Genesys Cloud Architect and the creation of the complete customer journey, including contact flow design with backend integration and AI-driven customer engagement.
KEY RESPONSIBILITIES
- Lead end-to-end customer journey flow creation in Genesys Architect.
- Provide technical guidance to other developers on IVR flows, bot flows, backend and AI integrations, and routing.
- Collaborate with product managers and software developers to ensure requirements are understood and translated into technical solutions.
- 5+ years of experience with Genesys Cloud Architect, including hands-on build and implementation of IVR flows, bot flows, and backend integrations.
- Familiarity with AI/ML tools and NLU/NLP technologies.
- Genesys certifications (GCX-ARC, GXC-CCA, GCX-SCR) are highly desirable.
- Strong problem-solving skills with the ability to collaborate with architects, developers, and product managers.
- Excellent communication skills.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.