CCaaS Architect

The CCaaS Architect will work with various teams to understand current business requirements and lead the CCaaS transition. The position requires advanced skills and experience with Genesys Cloud CX and PureConnect Contact Center solutions.

Requirements

• Ability to effectively lead and motivate a team, including matrixed resources.
• Detail Oriented.
• Provide a high-level of customer service, with an emphasis on customer advocacy.
• Takes ownership side by side with Lead Architects and PMs to deliver best in class user experiences.
• Ability to communicate effectively (US English Fluent).
• Resolve incidents and requests in a timely manner using ServiceNow.
• Communicate with customers as required, keeping them informed of supportprogress and notifying them when their issue has been resolved.
• Work with system and application owners to remediate reoccurring issues.
• Identify and mitigate risks through incident analysis associated with Genesys Cloud service delivery, ensuring business continuity.
• Prior Genesys Cloud CX and Genesys PureConnect Experience.
• Experience with ServiceNow, Jira and Confluence (or Rally) systems.
• Broad knowledge of networking (Routing, Switching, Wi-Fi, Internet), Active Directory, SSO.
• Strong knowledge on Cloud based environments (Amazon AWS, Microsoft Azure), Application Integrations and Connectors, Authentication.
• Strong knowledge on SIP, SBC’s, Circuits, IPSEC, WebRTC.
• Experience with MS TEAMS.
• Experience producing Monthly Operational Reviews and Quarterly Business Reviews.
• Experience authoring Root Cause Analysis reports as a follow up to major P1 or P2 events/incidents.

Benefits

• Target Salary Range: $104,000 - $166,000