Contact Center Infrastructure Architect - Lansing, MI (Onsite)

Greetings of the Day...!!

We have an excellent requirement for you. Please go through the job description and let me know your level of interest in this position. Feel free to mail me at ************* Kris -

Job Title: Contact Center Infrastructure Architect

Location: Lansing, MI (On-Site Work Required)

Duration: 12+ Months

Rate: $110/hr on C2C or $105/hr on1099

• Interview Process: MS Teams with integrated audio and video required.
• Local candidates or willing to relocate at the candidate's expense. On-Site work required from day one.

Top Skills:

Top Skills & Years of Experience:

5 Years Experience

• Genesys Specialist
• Genesys Framework
• NICE-InContact
• FedRamp
• Genesys Interactive Voice Response.
• (State of Michigan agencies, systems, policies, and standards experience strongly desired)

Job Description:

Key Resource, 5+ Years of Experience

This position works across Application Development, Service Delivery, and Infrastructure to identify, research, discuss, design, and implement key enterprise architecture standards for contact centers. Works closely with Development, Infrastructure, and Service Delivery teams to understand their needs and ensure the best enterprise standard is implemented. Drives the identification, development and implementation of new enterprise contact center standards based on business need, security, IT standards, and technological advancements. Investigate new technology and techniques for agency enterprise contact center architecture standards. Lead key enterprise architectural design projects as necessary. Operate as contact center technical leader across the organization.

Participates in designing, developing, and refining the State of Michigan cloud and on-premises contact center solutions to ensure that they are secure, reliable, and robust. Design cloud and on-prem contact center backbone infrastructure to provide reliable, optimized, high performance services across the enterprise.

Required Skills: Genesys Specialist, Contact Center Architect, Genesys Framework, NICE-InContact, FedRamp, Genesys Interactive Voice Response. State of Michigan agencies, systems, policies, and standards experience strongly desired.

This role requires the following:

• Experienced in solutions planning, implementation, configuration, and maintenance with the contact center voice, IVR, multi-channel routing and CRM platforms.
• Possesses an understanding of Genesys T-Server and SIP protocol messaging and its integration to the telephony voice environment.
• Experience with Genesys integration to different customer premise telephony equipment and media types.
• Understand and deep experience with Contact Center as a Service (CCaaS).
• Working knowledge of telephony solutions and system architectures.
• Respond to client email questions and requests/tickets regarding the software application architecture and integrations in the contact center technologies (Siebel, Genesys, NICE-inContact, Nuance, Virtual Hold, Active Directory, Salesforce, Oracle, SQL Server).
• Provide expertise and technical guidance on contact center upgrades, migration, and maintenance and of contact center platforms using the System Engineering Methodology (SEM) processes.
• Provide information technology application delivery and software engineering, integration services and support.
• Provides installation, troubleshooting and management of custom telephony and data systems for contact centers which include phone call, chat, email routing applications, Telephony Server integrations and Computer Telephony Integration (CTI) to backend Customer Relationship Management Systems such as Siebel, Cisco T-Server Java Telephony Application Programming Interface (JTAPI), Cisco Unified Call Manager, Configuration Server database connections to Relational Database Management Systems (RDBMS) (Oracle, SQL Server), Nuance voice recognition and speech analytics systems, Virtual Hold Call Back systems.
• Design and present the End-to-End architecture drawings, software application blueprints and call flow diagram using Microsoft Visio, PowerPoint, Word, Excel.
• Create and present the solution architecture blueprints (EASA) to describe the required changes in the infrastructure, port connectivity, network zones, Internet Protocol addresses, firewall rules and security details.
• Explain the architecture in detail to the Solution Design Review Board (SDT) for the approvals.
• Create the Infrastructure Service Request (ISR) documentation to detail out the hosting server specifications, operating systems (Windows, Linux), telecommunication connectivity, storage area network (SAN), database, load balancer/clustering and web server specifications.
• Use specific industry application tools to analyze and debug the detail application logs using specific tools Kazimir, Wireshark, SIP visualizer, telecommunication Erlang calculator for voice capacity.
• Triage critical and high priority incidents reported by users and citizens.
• Stabilize contact center applications, systems and networks associated with contact center technologies within the defined Service Level Agreement (SLA).
• Prepare and present the root cause analysis documentation and recommendations.
• Maintain and apply current knowledge of contact center technology; plan and support implementation software releases/hotfixes of the contact center software.
• Review software application product release information, patches, enhancements to determine compatibility and functionality.
• Lead the prototype/proof of concept efforts for the new Contact Center technologies as they emerge.
• Assist in developing the Contact Center software application architecture Assessment, Annual Roadmap, Point of Views, and recommendations to the client.
• Work with the customer IT Cyber security teams to review software application security standards and procedures with the software products.
• Participate in the operation meetings with other team members to review software application system health and priorities for changes.
• Experience of CTI (Computer Telephony Integration), customer contact center environment, Genesys as a middleware component.
• Experience with Genesys framework version 8.0, 8.1, 8.5.
• Experience with Genesys Inbound Voice IVR solution.
• Experience with Genesys Interaction Workspace/Desktop application development for customizations.
• Experience in coordinating with different teams for technical and functional solution design.
• Confident in a client facing role, ability to manage multiple stakeholders.
• Understands and explains the interactions between systems, applications, and services within the environment, and evaluates the impact of changes or additions to the environment.
• Develops a sound understanding of existing systems and processes, their strengths and limitations, and the current and future needs of the environment in which they exist. Provides vision on how they may be improved and developed.
• Excellent presentation skills, client communication and relationship.
• Good Interpersonal, analytical, and problem-solving skills.
• Should be an individual contributor.
• Ability to work both independently, and as part of a team of technical and non-technical colleagues.
• Strong written and verbal communication skills.
• Complete understanding of SDLC management practices and methodologies with emphasis on Agile Scrum development methodology.
• Strong attention to detail with outstanding problem-solving skills.
• Extensive analytical thinking and problem-solving skills.
• Experience working in an agile and/or waterfall team environment.
• Detailed oriented, data-centric and possess a desire to deliver high quality products.
• Understanding of database, voice gateways, session border controllers (SBC), network, and firewall.
• Knowledge of Genesys GAX, Genesys Interactive Insights GI2, Genesys Administrator, Genesys Configuration Manager CME, Genesys Pulse.
• Acts as an internal consultant role across the enterprise providing architectural perspective and vision, in addition to deep analysis and problem-solving where needed.
• Communicates detailed technical information in both written and verbal form across a wide range of audiences, including business stakeholders, users, developers, project management, and other architects.
• Collaborates with colleagues, customers, vendors, and other parties to understand and develop architectural solutions across the enterprise.
• Leads and/or facilitates the development of appropriate standards and best practices, in addition to the paths by which they may be achieved and monitored.
• Knowledge of security principles / best practices including experience with OWASP, OAuth and/or related backend services.
• Experience with on-premises and cloud-based SaaS/PaaS/IaaS providers and working with virtualized systems, including application servers, databases, and networking infrastructure.
• A local expert for areas of domain expertise.
• Provides hands on expertise for contact center voice technology.
• Applies strong analysis, research, and problem-solving skills across a wide array of systems and situations, including those which may be unfamiliar, to address critical issues.

Provides support and escalation after business hours and weekends as required.