Genesys Cloud Architect

3 weeks ago

washington, United States Randstad Digital Full time

The Genesys Cloud Architect will understand the current business requirements among all agencies. This resource must have the specific advanced skill and experience on the Genesys Cloud CX and PureConnect Contact Center solutions.


Required Qualifications

  • Bachelor’s Degree and 10+ years’ relevant UC and Contact Center work experience.
  • Prior Genesys Cloud CX and Genesys PureConnect Experience.
  • 3+ years’ experience with ServiceNow, Jira and Confluence (or Rally) systems.
  • Broad knowledge of networking (Routing, Switching, Wi-Fi, Internet), Active Directory, SSO.
  • Strong knowledge on Cloud based environments (Amazon AWS, Microsoft Azure), Application Integrations and Connectors, Authentication.
  • Prefered: Genesys Cloud CX: Professional Certification and Genesys Cloud CX: Architect Certification.


Basic Qualifications

  • Ability to effectively lead and motivate a team, including matrixed resources.
  • Detail Oriented.
  • Provide a high-level of customer service, with an emphasis on customer advocacy.
  • Takes ownership side by side with Lead Architects and PMs to deliver best in class user experiences.
  • Ability to communicate effectively (US English Fluent).
  • Resolve incidents and requests in a timely manner using ServiceNow.
  • Communicate with customers as required, keeping them informed of support
  • progress and notifying them when their issue has been resolved.
  • Work with system and application owners to remediate reoccurring issues.
  • Identify and mitigate risks through incident analysis associated with Genesys Cloud service delivery, ensuring business continuity.

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