Senior Cloud Solutions Architect
7 days ago
We are seeking a highly skilled Senior Cloud Solutions Architect to join our technology team at VMS BioMarketing. In this role, you will have the opportunity to design and develop cloud-based solutions that drive business growth and improve operational efficiency.
About the Position:
- You will be responsible for overseeing all aspects of Genesys Cloud and its integrations with Salesforce Service Cloud and other reporting tools.
- As a key member of the technology team, you will contribute to maximizing individual, team, and organizational productivity by addressing business requirements through managing and developing Genesys, Salesforce, and other related tools.
- You will work closely with multiple departments across the organization to support new and ongoing initiatives.
Essential Functions:
- Coordinate with vendor teams (Genesys, Salesforce, and others), internal technical teams, and other staff as necessary to gain assistance and resolve problems with the platform and associated applications.
- Continuously improve system performance reports, perform root cause analysis for system outages, suggest improvements ensure system uptime.
- Analyze business requirements, provide time estimates, create and modify Interaction (Call, Email, Chat Tasks, Case) Flow Diagrams, preparation of design documents, system development, and production handover.
- Lead development and deployment of omnichannel (IVR, Chat, Chatbot, email, Case, SMS, tasks, etc..) flows within Genesys Cloud Architect and help us create the associated integrations with Salesforce.
- Support the development and implementation of new tools, processes, and workflows configurations to meet the business's needs.
- Understand the flow of data between administered systems, primarily Salesforce, highlighting opportunities for further optimization and areas that challenge data integrity (timeliness, accuracy, and availability).
- Implement, Maintain, and Enhance solutions between critical, cloud-based systems and Salesforce.
- Coordinate with engineering teams to manage internal/external tool integration with Genesys Cloud.
- Work with operations/line of business teams to enable best practices on key customer operations concepts within Genesys Cloud (including but not limited to Workforce Management, Quality Assurance, etc.).
- User setup (permissions) for both onboarding and offboarding.
- Daily involvement with Workforce Management (Flows, Routing, Changes).
- Manage cloud-based telecom infrastructure including experience in supporting managed SIP trunks, Edge servers. WebRTC, toll-free numbers, RESPorg etc.
- Perform day-to-day operational tasks via a ticketing system to meet the technology needs of stakeholders.
- Lead the design and development of integrations using Genesys Cloud API, with experience in RESTful APIs required.
- Experience in maintaining managed/installed packages in Salesforce, specifically, Genesys Cloud for Salesforce CTI and Genesys Cloud for Salesforce CX Cloud.
Required Skills and Qualifications:
- Able to thrive in a collaborative work environment.
- Able to form solid cross-functional relationships and influence others to drive to a common goal.
- Deep business acumen: strong command over analytics, specifically how to leverage data to drive operational improvements.
- Strong technological understanding, awareness, and software applications.
- Proven success in operationally transforming the organization.
- Effective communication style with a history of success in a cross-functional, fast-paced environment with the ability to simplify the complex and effectively interface with executive, operational and technical teams.
- Able to work with multiple clients that have unique process flows and vocabulary.
- Self-motivated with a strong desire to maintain high productivity levels and empower others toward personal and professional growth opportunities.
Salary Estimate: $120,000 - $150,000 per year, depending on experience.
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