Cloud Solution Architect

Utilizes high level expertise to address more difficult situations both from a technical and customer service perspective.

Provides support and guidance to more junior team members particularly for challenging and sensitive assignments.

Provides support and guidance to team members particularly for challenging and sensitive assignments.

Assesses customer needs and makes configuration recommendations.

Setup and configuration from a selection of Genesys products as well as other select vendors for our client base.

Opens and/or manages vendor support tickets.

Interacts closely with Project Management to deliver projects that are done on time and on budget.

Handles Project Management duties for select projects including: Meeting with customers to review project scope and validate design; Determining tasks to be completed and completing data collection; Maintaining issues and change log; Coordinating with management on out of scope requests and change orders; Following up to ensure timelines and project requirements have been met.

Updates Genesys Cloud configuration to reflect changes in system configuration.

Conducts system setup as required.

Performs complete and thorough documentation via our internal ticketing process to ensure each issue has accurate tracking from problem reporting to resolution.

Provides technical presales engineering assistance as needed

II. CANDIDATE SKILLS AND QUALIFICATIONS

Minimum Requirements:
Candidates that do not meet or exceed the minimum stated requirements (skills/experience) will be displayed to customers but may not be chosen for this opportunity.

Years

Required/Preferred

Experience

8

Required

Telephony/VoIP experience with a focus on Contact Center applications

8

Required

Experience with a focus on cloud based contact center applications CCaaS

8

Required

Experience with Genesys CX Cloud installation implementation and configuration

8

Required

Advanced handson experience in migration strategy planning and execution from a legacy on premise/ hosted contact center platform to a CCaaS Genesys platform.

8

Required

Architect Call flows IVRs skills permissions roles data points user etc.

8

Required

Strong understanding of communication infrastructure device compatibility and integration with CCaaS platforms.

8

Required

Hands on experience and knowledge with cloud providers (Genesys Google Cloud AWS).

8

Required

Strong proficiency with configuring and optimizing cloud platforms for telecom applications ensuring performance reliability and security

8

Required

Ability to comprehend analyze and research problems of a complex nature make reasonable decisions and recommend solutions.

8

Required

Ability to provide technical expertise and guidance to internal teams and external customers on cloudbased solutions.

8

Required

Ensure compliance with regulatory requirements and industry standards for financial institutions implementing services in the cloud.

8

Required

Ability to quickly adapt to changes in process requirements goals and organizational change.

8

Required

Requires excellent communication skills analytical ability strong judgment and management skills and the ability to work effectively with client and IT management and staff.

8

Required

Improves systems by studying current practices designing modifications. Recommends controls by identifying problems; writing improved procedures.

8

Required

Prepares technical reports by collecting analyzing and summarizing information and trend.

8

Required

Provides engineering support for largescale 24x7 operational environment including offhours

8

Required

Advanced verbal and written communication skills.

8

Required

Effective organizational planning and time management skills.

4

Preferred

Work with developers on reporting API integration 3rd party app integration. Expertise on full set of Genesys API (ex. Analytics. BI user management etc.)

4

Preferred

Strong proficiency with monitoring and troubleshooting telecom services and infrastructure in the cloud addressing performance issues and outages promptly

4

Preferred

Advanced database and presentation software skills.

4

Preferred

Advanced research analytical and problem solving skills.

4

Preferred

Genesys cloud certified