Genesys Cloud Functional/Technical Architect

About Client:

The client is a global technology, consulting, and digital solutions company with problem-solving abilities and an emphasis on developing ingenious solutions that allow its clients to remain competitive, profitable, and secure in an evolving business environment.

Client anticipates and leads change to remain in the leader's quadrant for profitable growth, driven by partnerships with globally leading hyperscales like AWS, Google Cloud, and Microsoft. It has built strong capabilities in new as well as existing technologies such as cloud, data, and digital, pioneering new frontiers.

Salary Range: $140k-$160k per annum + benefits

Job Description:

Design and architect Genesys-based solutions, including but not limited to PureConnect, PureEngage, and PureCloud,

Collaborate with stakeholders to gather and analyze business requirements and translate them into technical designs and specifications.

Develop and maintain system architecture diagrams, configuration documents, and technical design documentation for Genesys solutions.

Lead and participate in the implementation, configuration, and customization of Genesys products and integrations with other enterprise systems.

Provide expertise in telephony integration, call routing strategies, IVR design, and other Genesys core functionalities.

Design security and global scalability. Ensure adherence to security best practices and compliance requirements in Genesys solution designs.

Design and implement reporting and analytics solutions to monitor and optimize contact center performance.

Inform the client of the latest Genesys technologies, updates, and releases, and provide recommendations for system enhancements and optimizations.

Design and configure Genesys-based solutions, including call routing strategies, IVR (Interactive Voice Response) workflows, and agent desktop applications.

Implement and customize Genesys components such as routing strategies, queues, agents, and voice treatments to optimize contact center performance.

Configure and integrate Genesys solutions with other enterprise systems, including CRM platforms, telephony systems, and third-party applications.

Design and implement reporting and analytics solutions to monitor contact center KPIs (Key Performance Indicators) and provide insights for optimization.

Collaborate with cross-functional teams, including developers, system administrators, and business analysts, to ensure successful implementation of Genesys solutions.

Conduct testing and quality assurance activities to validate the functionality and performance of Genesys configurations.

Provide training and support to end-users and stakeholders on Genesys applications and functionalities.

Skills:

Minimum of 15 years of experience in designing and implementing Genesys-based solutions in enterprise environments.

In-depth knowledge and hands-on / preferred experience with Genesys PureConnect, PureEngage, and/or PureCloud platforms.

Strong understanding of contact center concepts and technologies, including ACD (Automatic Call Distribution), CTI (Computer Telephony Integration), and IVR.

Hands-on experience with Genesys PureConnect, PureEngage, or PureCloud platforms.

Proficiency in Genesys Designer, Composer, or similar tools for configuration and customization.

Knowledge of telephony protocols such as SIP, H.323, and RTP, as well as experience with telephony integrations.

Strong understanding of telephony protocols such as SIP, H.323, and RTP, as well as experience with telephony integrations.

Proficiency in scripting languages such as JavaScript, Python, or Java for customization and automation.

Excellent communication and collaboration skills, with the ability to interact effectively with stakeholders at all levels of the organization.

Genesys certifications such as Genesys Certified Professional (GCP) or Genesys Certified Associate (GCA) preferred.

Proven track record of designing and implementing complex Genesys solutions that meet business objectives.

Knowledge of enterprise architecture, integration patterns, data requirements to drive design requirements

Strategic Skills:

Scalability and Elasticity: Ability to design systems that can scale and handle varying workloads.

Security and Compliance: Knowledge of foundational services for security, control, and compliance.

Soft Skills:

Communication: Clear and effective communication skills to interact with stakeholders and translate business requirements into technical solutions.

Leadership: Ability to lead projects, make strategic decisions, and influence stakeholders.

Analytical Skills: Strong analytical skills to identify and solve complex problems

Responsibilities:

Designing and developing the architecture for Genesys Cloud solutions, including integrated processes, applications, data, and technology.

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Ensuring that the Genesys Cloud solutions align with the enterprise architecture direction and standards.

Performing technical planning, architecture development, and modification of specifications.

Creating detailed design artifacts like program specifications, test plans, and independently developing and reviewing code.

Contributing to the go-live plan and adding value to various stages of the Software Development Life Cycle (SDLC).

About ApTask:

ApTask is a leading global provider of workforce solutions and talent acquisition services, dedicated to shaping the future of work. As an African American-owned and Veteran-certified company, ApTask offers a comprehensive suite of services, including staffing and recruitment solutions, managed services, IT consulting, and project management. With a focus on excellence, collaboration, and innovation, ApTask provides unparalleled opportunities for professional growth and development. As a member of the ApTask team, you will have the chance to connect businesses with top-tier professionals, optimize workforce performance, and drive success across diverse industries. Join us at ApTask and be part of our mission to empower organizations to thrive while fostering a diverse and inclusive work environment.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

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