Genesys Cloud Solutions Architect

3 weeks ago


Lake Forest, Illinois, United States Grainger Businesses Full time
Job Title: Genesys Cloud Solutions Architect

About Grainger Businesses
We are a leading industrial distributor with a presence in North America, Japan, and the UK. Our goal is to provide value to customers, foster a positive work environment, and achieve strong financial results.

About the Role
We are seeking a skilled Genesys Cloud Solutions Architect to join our team. As a key member of our cross-functional team, you will design, implement, and maintain our Genesys Cloud platform. You will work closely with cross-functional teams to ensure seamless integration of Genesys Cloud solutions into our existing infrastructure. Your expertise in Genesys Cloud technologies will play a critical role in enhancing our contact center operations and delivering exceptional customer experiences.

Key Responsibilities
* Design and implement Genesys Cloud solutions to meet specific business needs* Configure and customize Genesys Cloud applications for optimal performance and functionality* Integrate Genesys Cloud with existing systems and third-party applications, such as Salesforce and workforce management tools* Develop and maintain call flows, IVR scripts, and routing strategies within Genesys Cloud* Monitor Genesys Cloud performance and troubleshoot any issues that arise* Perform hands-on management of cloud infrastructure and automation tools* Provide support for tickets and requests related to voice applications and services, troubleshooting issues and delivering effective solutions* Deliver excellent customer service during the troubleshooting process, ensuring timely issue resolution* Train T1 Engineers on new voice applications and services as needed* Collaborate with senior voice engineers, colleagues, vendors, and stakeholders to implement new voice services and enhance existing ones* Follow project management best practices, completing support tasks and follow-ups during voice system installations and upgrades* Assist with routine maintenance and testing procedures to ensure system performance and minimize downtime* Monitor system performance to ensure compliance with industry standards and best practices* Document configurations, procedures, and policies, contributing to knowledge management and process improvement*

Requirements
* Bachelor's/master's degree in computer science, Information Technology, or a related field* Proven experience with the Genesys Cloud platform (PureCloud or CX Cloud), including configuration, administration, and troubleshooting* Proficiency with workforce management (WFM) tools such as NICE CX Cloud and Verint systems* Strong understanding of contact center operations and telephony concepts* Familiarity with technologies such as Cisco, RightFax, RedSky, ATT Route IT and Cisco UCCE* Strong troubleshooting skills for diagnosing and resolving issues related to Genesys applications, infrastructure, and integrations* Excellent problem-solving skills with keen attention to detail* Effective communication and collaboration skills for working with cross-functional teams*

Rewards and Benefits
The estimated annual salary for this role is $140,000-$180,000. Additional benefits include 8 weeks PTO and 12 company holidays per year, medical, dental vision and life insurance from day one, 10% company match to your 401(k) plan, flexible work arrangements, training opportunities, community involvement, and professional development programs.

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