Job Description

Project Role :

Solution Architect

Project Role Description :

Translate client requirements into differentiated, deliverable solutions using in-depth knowledge of a technology, function, or platform. Collaborate with the Sales Pursuit and Delivery Teams to develop a winnable and deliverable solution that underpins the client value proposition and business case.

Must have skills :

Genesys Cloud CX

Good to have skills :

Solution Architecture

Minimum

5

year(s) of experience is required

Educational Qualification :

15 years full time education



Summary: As a Solution Architect, you will engage in a dynamic and collaborative environment where you will translate client requirements into innovative and effective solutions. Your typical day will involve working closely with various teams to ensure that the solutions developed are not only deliverable but also align with the client's business objectives. You will leverage your expertise to guide discussions, facilitate decision-making, and contribute to the overall success of projects, ensuring that the solutions provided meet the highest standards of quality and effectiveness. Roles & Responsibilities: o Genesys Cloud CX Hands-on Support, Configuration and Troubleshooting skills o Very good working knowledge of Genesys Cloud CX WFM and QM functionalities o Responsible for handling day-to-day contact center operations, requirements, and issues o Provide L2 / L3 support for operational activities including basic troubleshooting of associated services on cloud on AWS platform. o Good understanding about o Genesys Cloud - Account Settings, People and Permission, Directory, Integration, Architect - Call flow design, Documents, Telephony, Contact Center, Message, Architect, Predictive Engagement, Routing, Performance and Engagement, Troubleshooting, Workforce Management, Outbound, Knowledge, Quality. Troubleshoot and provide timely resolutions to production support issues. o Trunks - SIP, ISDN PRI and BRI, Analog trunks o Network connectivity understanding to the Genesys Cloud and Agents. o Ability to identify the issues by reading logs - Agents, SIP Messages, ISDN logs, Debug, Wireshark. o Understanding of contact center reporting and customization o Vendor and Service Provider management for resolving issues. o Troubleshoot and provide timely resolutions to production support issues. o Review code and provide feedback relative to best practices and improving performance. o Detailed understanding of the network connectivity and connectivity to the Genesys Cloud environment o Understanding of contact center reporting and customization o Vendor management for resolving major production issues. o Sending daily and weekly status reports to Client and Project Manager o Understand requirements from client and create design documents. o Prepare technical solutions and effort estimation for the projects. o Planning, coordinating, tracking and executing Migrations. o Identify process improvement areas and define new processes. o Identify automation areas and implement the automations to optimize the team efforts. o Mentoring team members to achieve target timelines and deliverables. o Handling escalations related to project deliverables. o Coordinating with vendors on process improvement areas and ensure to have those in place. o Motivating team members to upskill / cross skill. o Prepare and present client and management dashboards. Professional & Technical Skills: o Sound technical knowledge and hands-on experience on Genesys Cloud CX o Sound knowledge on WFM and QM functionalities in Genesys Cloud CX o Implementation and maintenance of the Genesys Cloud solutions. o Ability to solve complex technical issues within the Contact Center technology environment o Thorough knowledge and well versed with Genesys Cloud application. o Extensive experience in resolving contact center related issues. o Knowledge of IVR, routing and reporting concepts including monitoring tools o Implementation and solution design experience to create new setup and installation of CTI interfaces and integrations o Management and troubleshooting of complex client contact center environments o Implement the changes/network as applicable, test the changes and handover to customer. o Expertise on ITIL processes and project management. o Hands-on experience on Genesys Pure cloud solutions development, Configuration and support and AWS cloud platform knowledge is preferred. o Candidate is expected to work with their internal telecom, infra groups the support Genesys Cloud and Oracle implementation. o Genesys Pure cloud WEBRTC with SIP flows o Hands on PureCloud Technology suite applications. o Hands-on experience on developing flows using Genesys Architect o Hands on in Architect Scripting using JavaScript and SDKS o Hands on in Web Services Integration (3rd party) o Hands on in Custom Reports (Rest API). o Hands-on experience on Configuration setup like IVR, Interaction Routing, WFM, Dialer and Scripter. o Require strong Analytics/troubleshooting skills and ability find issues by reading logs - SIP, ISDN and platform logs. o Troubleshooting Complex Contact center Genesys architect Voice, Chat, Email and bot, Secure, in queue flows along with integrations. o Good integration/troubleshooting knowledge of Genesys architect with AWS Lamda/Lex/Poly and other AWS Service is added advantage o Debug/Troubleshoot API, CRM, Middleware integration failure o Redesign NLP model and advanced AI turning o Complex Third-Party Integration Troubleshooting o Complex Troubleshooting on Genesys Outbound Dialer and Campaign configurations o Good Troubleshooting knowledge on Genesys WFM,QM,KM,Speech Analytics and Agent Copilot o Good troubleshooting knowledge on Modify Complex Genesys Data Table o Good troubleshooting knowledge on Complex Genesys Call back applications o Modify Existing SIP trunk and Troubleshooting Complex SBC and SIP Trunk related issue o Modify and troubleshooting existing complex custom widgets, advanced agent/supervisor UI development, Scripting o Exposure on Call and Screen Recording Solutions o Knowledge of Lumen GW, Intrado, Nexttalk, Agentrack, Wall board integrations. o Genesys Pure Cloud development knowledge would be good to have. Additional Information: o Minimum 6 years of hands-on experience on contact center solutions o Experience in implementing and managing complex contact center solutions. o Good understanding of procedures, application, and concepts within own subject area (and understanding them in the context of the business) o Team handling / people management, good communication skills. o Self-driven, target oriented. o Excellent communication skills. o Previous experience working with cross geography teams. o Ready to work in shift o Bachelor's degree in engineering preferred. - A 15 years full time education is required.




15 years full time education