Genesys Cloud Architect

Overview

Remote
Hybrid
$60 - $63 hr
Contract - Independent
Contract - W2

Skills

GENESYS ARCHITECT
GENESYS CLOUD
CONTACT CENTER

Job Details

Job Title: Genesys Cloud Architect
Location: Remote
Contract: 6+ Months & extendable

Pay Rate: $63/hr on W2/Danta Technologies Payroll (OR) $75/hr on C2C-Corporation-To-Corporation

Education Requirements

  • Any Graduate
  • Bachelor s degree in IT or related field preferred
Experience
  • 8+ years in Genesys Contact Center
  • T-Level: T2
Soft Skills
  • Excellent verbal and written communication
  • Strong documentation skills
  • Proficient in MS Office (including MS Project and Visio)
Certifications
  • Google Cloud Platform Certification - Not mandatory (added plus)
  • ITIL Foundation - Preferred
Technical Skills
  • Strong understanding of SIP Protocols, Genesys Framework, and Architecture
  • Hands-on with multimedia setup (chat & email) environments
  • Experience with Genesys Architect, Dialogflow engine
  • Integration with AppFoundry applications and connectors (Salesforce, Microsoft Dynamics, ServiceNow)
  • Troubleshooting Genesys Cloud interactions
  • Installation of Genesys Edge Devices
  • Cloud telecom provider integrations
  • Configuration of UCC platforms (8x8, Microsoft Teams, Zoom, etc.)
  • Working knowledge of Genesys Cloud modules (WEM, Speech Analytics, Chatbot engine)
  • Designing and developing Genesys Routing Strategies and IVRs
  • Database experience (SQL, Oracle, MySQL)
  • Integration with SSO, Active Directory
  • Web Services/SOA, backend integrations, stored procedures, scripting
  • CTI development, Agent Softphone, Genesys API/SDK
  • Integration with CRM Agent desktops
  • Knowledge of Java/.NET technologies
  • ITIL knowledge - Incident & Configuration Management
  • Proficiency in Contact Center Technology
  • IVR call flow design & development
  • Programming skills (JavaScript, Python)
  • IVR scripting tools/languages (VoiceXML)
  • Experience with IVR platforms (Genesys Cloud, Amazon Connect)
  • Strong understanding of contact center technologies (IVR, ACD, QM, WFM, call routing)
  • Proficiency in RESTful/SOAP APIs
  • Strong customer communication
Roles & Responsibilities
  • Provide advanced troubleshooting for applications and systems
  • Participate in 24x7 on-call support rotation
  • Apply advanced system/application administration and performance tuning
  • Support day-to-day operations, performance tuning, disaster recovery
  • Mentor new team members and support training initiatives
  • Participate in meetings, presentations, and special projects
  • Maintain knowledge of policies, procedures, and benefits across product lines
  • Develop job aids and tools to improve service quality
  • Evaluate hardware/software requirements and justify purchases
  • Design, develop, and deploy Contact Center solutions
  • Develop and troubleshoot IVR call flows (logs, error reporting)
  • Configure contact routing, IVR, scripting, and system components
  • Gather and document business requirements from stakeholders.

Notes:- All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.

Benefits: Danta offers a compensation package to all W2 employees that are competitive in the industry. It consists of competitive pay, the option to elect healthcare insurance (Dental, Medical, Vision), Major holidays and Paid sick leave as per state law.

The rate/ Salary range is dependent on numerous factors including Qualification, Experience and Location.

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.