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Contact Center Architect

2 months ago

New York, New York, United States Logistics Management Institute Full time
About the Role

We are seeking a highly skilled Contact Center Solution Architect to join our team at Logistics Management Institute. As a key member of our team, you will be responsible for designing, implementing, and supporting contact center solutions that leverage the Genesys Cloud platform.

Key Responsibilities
  • Collaborate with clients to gather and analyze business requirements for contact center solutions, including telephony, IVR, routing, workforce management, and reporting.
  • Design end-to-end contact center solutions using Genesys Cloud, incorporating best practices and industry standards to meet client needs and objectives.
  • Develop detailed architectural designs, including system diagrams, data flows, integration points, and technical specifications, to guide the implementation of contact center solutions.
  • Lead and participate in technical discussions with clients, project teams, and stakeholders to articulate solution designs, address technical challenges, and ensure alignment with business goals.
  • Provide technical guidance and mentorship to project teams, including developers, engineers, and system administrators, to ensure successful implementation and deployment of contact center solutions.
  • Configure and customize Genesys Cloud components, such as routing strategies, queues, workspaces, and reporting, to meet specific client requirements.
  • Conduct system testing and validation to ensure the reliability, scalability, and performance of contact center solutions built on the Genesys Cloud platform.
  • Collaborate with cross-functional teams, including IT, operations, and business development, to support pre-sales activities, including solution demonstrations, technical presentations, and proposal development.
  • Stay up-to-date on industry trends, emerging technologies, and best practices related to contact center solutions and Genesys Cloud platform.
Requirements
  • Bachelor's degree in computer science, information technology, or a related field.
  • 5 years of experience as a Contact Center Solution Architect, with a strong focus on architectural design, implementation, and support of cloud contact center solutions.
  • Minimum of two years of hands-on experience with Genesys Cloud, including architecture design, configuration, and customization.
  • In-depth knowledge of contact center technologies, including telephony, IVR, ACD, routing, workforce management, and reporting.
  • Strong understanding of cloud-based contact center solutions and architectures, with experience in integrating Genesys Cloud with other enterprise systems.
  • Excellent analytical and problem-solving skills, with the ability to translate business requirements into technical solutions.
  • Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical stakeholders.
Preferred Experience/Skills
  • Genesys Cloud certification(s) preferred.
EEO Statement

LMI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.