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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: Genesys Contact Center Solutions 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:
- Siebel and Genesys SUITE
- NICE-inContact and NICE Engage
- Proficient at architecture, including requirements discovery and analysis, application of abstraction, formulation of solution context, solution alternatives identification and assessment, technology selection, and architectural configuration.
- Extensive understanding and experience in technology areas - Distributed platforms, networking, databases, High Availability/Disaster Recovery, and IT security.
Job Description:
Key Resource, 12+ Years of Experience
Proficient at architecture, including requirements discovery and analysis, application of abstraction, formulation of solution context, solution alternatives identification and assessment, technology selection, and architectural configuration. Extensive understanding and experience in technology areas - Distributed platforms, networking, databases, High Availability/Disaster Recovery, and IT security. Ability to work closely with client/application architects, senior managers, and project managers to design and assist with the implementation of the solutions infrastructure related components. Experience and skills in industry architecture and engineering methodologies. Knowledge of and experience with a broad range of servers (application, web, messaging, database, etc.), and related technologies. Able to analyze business requirements and define solutions to address complex business needs. Experience in infrastructure design and operations including IP, FTP, load balancing, clustering, failover, monitoring, diagnostics, performance tuning, etc. Possess high aptitude for problem-solving and troubleshooting.
Required Skills: Solutions Architect Contact Center/Customer Relationship Mgmt., Operations Lead, Technical Lead, Siebel and Genesys SUITE, NICE-inContact, Servers, Networking, Oracle, Workforce Manager, NICE Engage. State of Michigan agencies, systems, policies, and standards experience strongly desired.
This role requires the following:
- Experienced in technical design, implementation of architecture and infrastructure, data architecture, access control and security compliance.
- Possess a high understanding of hardware and software components in a server-based environment and various communication and security protocols.
- Supports Siebel, Genesys IVR, and Cloud Contact center technology.
- A strong understanding 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 and client for technical and functional solution design. Confidence in a client facing role, ability to manage multiple stakeholders.
- Excellent presentation skills, client communication and relationship.
- 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.
- 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.
- 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, NIEC Engage, Virtual Hold, Active Directory, Salesforce, SAP, MiDAS, Mainframe, CARS, Filenet, MARCS, Clarity, Oracle, SQL Server).
- Understands and explains the interactions between systems, applications, and services within the environment, and evaluates the impact of changes or additions to the environment.
- 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.
- Good Interpersonal, presentation, analytical and problem-solving skills.
- Understanding of databases, voice gateways, Session Border Controllers (SBC), network, and firewall.
- Knowledge of Genesys GAX, Genesys Interactive Insights GI2, Genesys Administrator (GA), Genesys Configuration Manager (CME), Genesys Pulse, Genesys iWD, Genesys WFM, Virtual Hold technology.
- Find and fix agent issues, change the configuration if required.
- Provides hands on experience 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.
- Creates and peer reviews designs, development code, & documentation.
- Works closely with customers.
- A subject matter expert with contact center technology.
- Manage client expectations and communications.
- Knowledge of security principles / best practices including experience with OWASP, OAuth, SAML and/or related backend security services.
- Experience with on-premises and cloud-based SaaS/PaaS/IaaS providers and working with virtualized systems, including application servers, databases, and networking infrastructure.
- Acts as an internal consultant role across the enterprise providing architectural perspective and vision, in addition to deep analysis and problem-solving where needed.
- Provides hands-on application of technologies and processes to support proof-of-concept development, review of critical systems and training to other teams within the organization.
- May be required to function as a technical lead on projects of any size as necessary.
- 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.
- 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.
- Understands and explains the interactions between systems, applications, and services within the environment, and evaluates the impact of changes or additions to the environment.
- A local expert for areas of domain expertise.
- 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
- On premise Siebel and Genesys web and app server support.
- Strong knowledge of the Windows Server Operating Systems.
- Strong attention to detail with outstanding problem-solving skills.
- Extensive analytical thinking and problem-solving skills.
- Supports working in an agile and/or waterfall team environment.
- Detailed oriented, data-centric and possess a desire to deliver high quality service.
- An escalation point for technical teams and provides hands on expertise.
- 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.
- Develop and execute a complete test strategy for assigned software and features including verification of functional, performance, security, and scalability requirements.
- Provides support and escalation after business hours and weekends as required.