Hybrid work at Austin, Texas 78751 Texas Health and Human Services Commission. Duration: Services are expected to start 05/15/2024 and are expected to complete by 08/31/2024 Position will be 4 days remote with 1 day (Wednesdays) required to be onsite at the location listed above. Job Description: - This contract may continue through August 2025.
- This position will serve as the Application Architect II for HHSC state owned Genesys CX3 CCaaS Cloud solution.
- Responsibilities will include implementation of Genesys CX3 CCaaS platform architect flow familiar with best practices, design, and configuration experience.
- It is important that they have great people skills and a passionate about the Genesys CX3 CCaaS platforms capabilities.
- This position will work closely with HHSC resources and vendor resources for support and management of the platform.
- This position will serve as a technical resource for configuration of and integration of HHSC Enterprise Telecom Genesys CX3 CCaaS platform. Additionally, this role will be a subject matter expert for Telephony SBC, VoIP, and SIP services for integration with the CCaaS platform.
- The ideal candidate for this role will have good leadership skills, with appropriate technical expertise.
- Good understanding of networking topologies and their associated interconnectivity with the LAN/WAN infrastructure, Contact Centre infrastructure.
- Ability to maintain a strong vendor communication/relationship.
- Be part of a team that performs sustainable continuous improvement, identifying and removing organizational barriers affecting the team, processes and products owned.
- Maintain an agile mind-set by adopting the practices and processes identified as being required for our domain, leveraging agile delivery methods.
- Work with business stakeholders to understand requirements and develop solutions.
- Conduct discovery sessions to understand the current process.
- Preparing design documents basis discovery outcome sand finalize the delivery scope.
- Perform walkthrough of delivery scope to the development team and getting it implemented.
- Preparing project plan, action trackers and ensure timelines are met.
Required Skills: - Experience within Telecommunication having worked on Contact Center Technologies.
- Dialer optimization: deep knowledge of Inbound and Outbound (preview, power, progressive) call routing.
- Routing logic experience, configuration of Queues and Skills and associated routing (Standard, Bullseye or Preferred Routing).
- Real time troubleshooting IVR call flow, telephony, call quality, functionality and usability verification.
- Day-to-day management and support including call routing, agent creation, IVR, phone queues and reporting.
- Experience with Genesys Architecture and Integration of various / multiple channels into Genesys.
- Provide subject matter expertise in Genesys PureCoud Contact Center and AppFoundry integrations.
- Drive the decision-making processes for Call Center Design, Implementation and Support.
- Architect Call flows, IVRs, skills, permissions, roles, data points, user, etc.
- Design, implementation, and support of Genesys Cloud solutions, including the migration of Genesys on-premises to cloud.
- Genesys on prem to cloud migration experience required.
- Integrate Genesys Cloud with other systems and applications.
- Maintain and support Genesys Cloud solutions.
Preferred Skills: - Work with business stakeholders to understand requirements and develop solutions.
- Stay up to date on Genesys Cloud technologies and best practices.
- Implement network security.
- Conducting discovery sessions to understand the current process. Preparing design documents basis discovery outcome sand finalize the delivery scope.
- Walkthrough of delivery scope to the development team and getting it implemented.
- Conducting train, the trainers program.
- Managing and helping the development team.
- Preparing project plan, action trackers and ensure timelines are met.
- Implement SBC solution.
- Install, Configure, test SBC across regions.
Skills Matrix: -
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.
Actual
Years
Experience
Years
Experience
Needed
Required/
Preferred
Skills/Experience
6
Required
Experience within Telecommunication having worked on Contact Center Technologies.
6
Required
Dialer optimization: deep knowledge of Inbound and Outbound (preview, power, progressive) call routing.
6
Required
Routing logic experience, configuration of Queues and Skills and associated routing (Standard, Bullseye or Preferred Routing).
6
Required
Real time troubleshooting IVR call flow, telephony, call quality, functionality and usability verification.
6
Required
Day-to-day management and support including call routing, agent creation, IVR, phone queues and reporting.
4
Required
Experience with Genesys Architecture and Integration of various / multiple channels into Genesys.
4
Required
Provide subject matter expertise in Genesys PureCoud Contact Center and AppFoundry integrations.
4
Required
Drive the decision-making processes for Call Center Design, Implementation and Support.
4
Required
Architect Call flows, IVRs, skills, permissions, roles, data points, user, etc.
4
Required
Design, implementation, and support of Genesys Cloud solutions, including the migration of Genesys on-premises to cloud.
4
Required
Genesys on prem to cloud migration experience required.
4
Required
Integrate Genesys Cloud with other systems and applications.
4
Required
Maintain and support Genesys Cloud solutions.
2
Preferred
Work with business stakeholders to understand requirements and develop solutions.
2
Preferred
Stay up to date on Genesys Cloud technologies and best practices.
2
Preferred
Implement network security.
2
Preferred
Conducting discovery sessions to understand the current process. Preparing design documents basis discovery outcome sand finalize the delivery scope.
2
Preferred
Walkthrough of delivery scope to the development team and getting it implemented.
2
Preferred
Conducting train, the trainers program.
2
Preferred
Managing and helping the development team.
2
Preferred
Preparing project plan, action trackers and ensure timelines are met.
2
Preferred
Implement SBC solution.
2
Preferred
Install, Configure, test SBC across regions.
Genesys Cloud Architect Remote work LOCAL TO TEXAS CANDIDATES WILL BE CONSIDERED