Job Description :
Critical skills : 5+ years of large scale cloud contact center experience using Genesys PureCloud platform
Mandate
Experience in implementing capabilities including (but not limited to): Omni-channel – “Queuing, routing, and experience”, Softphone, Voice Authentication, Desktop Process Automation and Analytics, Speech
Analytics, Call Recording, Workforce Management, AI/Client, Chatbots, etc.
Experience implementing Genesys Workforce Optimization (WFO) and Workforce Engagement Management (WEM)
Experience architecting and designing complex Queuing/Routing, Call Flow, Conversational flows using Genesys PureCloud Architect
Using agile methodologies (ex: SAFe), have experience with a waterfall as well
Partner with product managers and product owners to understand business needs and develop architecture solutions and blueprints for the customer experience center platform solutions
Lead and govern technical solutions meeting functional/non-functional requirements and drive technology solution implementations
Establish cloud platform governing and operating model
Provide best practice recommendations and optimization opportunities within the contact center experience platform
Collaborate with internal and external stakeholders for the solution, designing and implementing customer experiences using Genesys PureCloud platform
Preferred Skillset:
Experience as a Cloud Architect involving large scale cloud contact center experience using Genesys PureCloud platform
Experience in implementing capabilities including (but not limited to): Omni-channel – "Queuing, routing, and experience”, Softphone, Voice Authentication, Desktop Process Automation and Analytics, Speech Analytics, Call Recording, Workforce Management, AI/Client, Chatbots, etc.
Experience implementing Genesys Workforce Optimization (WFO) and Workforce Engagement Management (WEM)
Experience architecting and designing complex Queuing/Routing, Call Flow, Conversational flows using Genesys PureCloud Architect
Experience building conversational applications (e.g. Google Dialogflow, IBM Watson Assistant, or Amazon Connect)
Experience integrating Genesys PureCloud with CRM Application (Salesforce & MS Dynamics)
Technically hands-on experience with setting up pilots and POC for solution evaluations on the SaaS platform
Good understanding of public cloud (AWS) computing architectures and services. Experienced in the use of cloud-native technologies, cloud cybersecurity, and implementation patterns
Architecture development experience across Business, Application, Data and Technology domains
Excellent communication and influencing skills
Experience of leading major strategic business and IT transformation programs
Ability to explain complex technical issues in a way that non-technical people may understand
Proven track record of the mentoring team in adopting new technologies
Working with vendors to enhance tool capabilities to meet enterprise needs
Using agile methodologies (ex: SAFe), have experience with a waterfall as well