Job Description

Essential Functions

:

Plans, architects, designs, analyzes, configures, installs, and upgrades Genesys Cloud CX enterprise telecommunications system, and UCaaS and CCaaS provider services. Serves as subject matter expert on Genesys Cloud CX architecture and consults with stakeholders when telecommunication system architecture knowledge is needed. Develops Genesys Cloud CX architecture deliverables that are consistent with architecture principles, standards, methodologies, and organization's best practices. Design, configure, and maintain Genesys Cloud CX3 environments, including Architect call flows, routing strategies, and integrations. Collaborate with cross-functional teams to integrate 3rd Party solutions into the contact center ecosystem. Develop and maintain IVR scripts, queues, skills, and user profiles in Genesys Cloud. Ensure high availability, performance, and security of contact center platforms. Implement and support workforce management, quality monitoring, and speech analytics using all available environments. Troubleshoot and resolve complex Genesys platform issues. Analyzes solutions to company's telecommunication system challenges based on business requirements. Seeks and maximizes opportunities to improve telecommunications productivity, solutions quality, and cost effectiveness. Plans, architects, designs, implements, and upgrades various software and systems to support company operations including but not limited to: + UCaaS and CCaaS routing via ANI, DNIS, Call Scripts, ACD, and Skills Based routing.
+ Telecom Carrier circuits of various types
+ Contact Center systems and contact routing for Chat, e-mail, Social Media, Outbound Dialing.
+ Complex multi-telecom carrier routing plans

Education and Experience:

Bachelor's Degree in Computer Science or related field of study, required. Minimum eight (4) years' experience with Genesys Cloud CX, or any equivalent education and/or experience from which comparable knowledge, skills and abilities have been demonstrated/achieved. Strong understanding of Genesys Architect for call flow design, IVR scripting, and routing strategies. Experience with SIP, VoIP, and network protocols. Hands-on experience with Genesys Cloud CX3 platform, including configuration, administration, and troubleshooting. Proficiency in configuring queues, skills, user roles, and permissions within the Genesys Cloud environment. Ability to monitor and analyze contact center performance using Genesys Cloud reporting and analytics tools. Knowledge of Omnichannel capabilities including voice, chat, email, and social media within Genesys Cloud. Extensive experience with Carrier Circuits required Strong communication and documentation abilities.

Special Requirements/Certification:

Genesys certifications such as Genesys Cloud Certified Professional (GCP) - Architect or Developer, a plus * Microsoft certifications such as MS-700: Managing Microsoft Teams or Microsoft 365 Certified: Teams Administrator Associate, a plus.