Senior Cloud Solutions Architect

This is a senior role within our Central Genesys Cloud Team. We provide cutting-edge customer engagement & insight solutions to safeguard client investments, mitigate financial and operational risks, and accelerate returns.

The Senior Genesys Cloud Engineer will play a pivotal role in designing, implementing, and maintaining our contact center and unified communication platform for clients. The primary focus will be on Genesys Cloud CX Contact Center, along with another UC Platform.

• Identify and resolve moderately complex problems with business communication systems.
• Provide high-level technical consultation support to customers globally.
• Support complex configuration programming changes for internal and external customers.
• Act as Project Lead and Technical Lead on a need-to-need basis, especially on Telecom and Telephony driven projects.
• Work with stakeholders and partners to support end-user installations, configuration, and programming changes.
• Deliver process training and knowledge transfer sessions for new joiners.
• Deliver technical knowledge transfer sessions to external teams based on their skills and requirements.
• Create job aids and maintenance operations procedures for internal team members and customers.
• Implement, demonstrate, and deliver the solution remotely or onsite.
• Handle technical escalations and issues escalated by team members.
• Meet all Service Level Targets on Ticketing Queues for Service Requests, Change Tickets, Incidents, and Projects.
• Elevate issues when required within Partner Support to avoid downtime.

We seek individuals with 5-8+ years of experience in Genesys Cloud, preferably in the contact center industry, and a minimum of 5-7 years' experience in any other telephony platform.

Candidates should have working experience on Genesys Cloud Solution with implementation experience on Telephony, Contact Center, Integrations, Reporting, Text & Speech Analytics, Quality Management, Call Routing, Performance Management, Email, Chat, Social, Co-Browse, Interactive Voice Response, Voice & Digital Bots, and AppFoundry Partners.

A strong understanding of Genesys products, including multiple use cases across various industries, is essential.

Applicants must be able to create private and public SIP trunks with multiple carriers and third-party ACDs. Knowledge of ITIL service delivery models, SLAs, contracts, and exposure to supporting global customers in a 24*7 environment is also required.

Candidates should be able to secure the Contact Center platform using security techniques in PCI and HIPAA environments.

They must be able to proactively plan capacities based on business requirements and provide flawless design in a dynamic environment.

Experience with working in multiple regions/continents utilizing Global Media Fabric is necessary.

Candidates should be able to act as Subject Matter Experts (SME) for software engineers and business users, providing effective integration and implementation with Genesys products.

Knowledge of APIs and ability to guide developers with recommendations is required.

Networking skills, including TCP/IP, Session Initiation Protocol, WAN understanding, and Telecom CDN knowledge, are essential.

A strong technical background, good understanding, and knowledge of Software Architecture, Integration capabilities, and Data models are also necessary.

Candidates must have experience with Genesys Cloud Integration with Active Directory, known CRM, and known ERP Solutions.

Knowledge of ITIL service delivery models, SLAs, and Support Contracts is required.

Candidates must be able to support global customers in a 24*7 environment.