Customer Experience Architect

1 month ago


Étreux, Hauts-de-France, United States Genesys Cloud Services, Inc. Full time

About the Role:

At Genesys Cloud Services, Inc., we're looking for a skilled Customer Experience Architect to join our team. As a key member of our organization, you'll be responsible for designing and developing highly customized Self-service IVR and AI-driven Bot applications across all Genesys platforms.

Key Responsibilities:

  • Project Management: Manage project initiatives of strategic importance to the organization, ensuring timely completion and exceeding customer expectations.
  • Customer Workshops: Participate in customer workshops and design call flows using our products, incorporating best practices and product nuances.
  • IVR Development: Collaborate with Genesys technical teams and business partners to design, develop, and maintain IVRs, NLU Intent-based Bots, and routing applications for DTMF and speech interactions.
  • ASR Grammars: Define and tune ASR grammars, ensuring optimal performance.
  • Development Effort Estimation: Create accurate development effort estimates in collaboration with the team manager, Professional Services project managers, or regional managers.
  • Solution Presentation: Present proposed IVR solutions to customers and stakeholders, highlighting benefits and features.
  • Knowledge Transfer: Perform knowledge transfer of delivered solutions to customers, ensuring seamless adoption.
  • Test Script Creation: Develop test scripts for call flow and other logic, leveraging existing Genesys tools (logs, reporting) for UAT and QA support.

Requirements:

  • Technical Expertise: 12+ years of experience leading software development/Professional services projects in a technical capacity; 10+ years of experience with commercial IVR applications, Routing, Bots, and development experience in appropriate development tools, Advanced Speech Recognition engines.
  • AI & IVR Experience: 5+ years of experience working with bots on platforms like Google Dialogflow and Amazon Lex, including webhook/fulfillment experience and development skills.
  • Agile Environment: 5+ years of experience working in an Agile environment.
  • Customer-Facing Role: Demonstrated experience in a customer-facing role, handling difficult customer situations.
  • IVR Application Architecture: Understanding of IVR application architecture, including web components, telephony, caching, prompt servers, ASR, and operational diagnostics.
  • Generative AI Tools: Familiarity with effective use of generative AI tools.

Compensation:

The estimated annual salary for this position is $171,500-$231,000, depending on location and experience. This figure is based on national averages and may vary based on specific circumstances.



  • Étreux, Hauts-de-France, United States JobRialto Full time

    Job Description: As a Customer Experience Architect at JobRialto, you will be responsible for designing and implementing solutions that meet customer needs. You will work closely with cross-functional teams to ensure seamless integration of customer profiles and account data, providing a smooth and efficient user experience. The ideal candidate will have a...


  • Étreux, Hauts-de-France, United States Genesys Cloud Services, Inc. Full time

    Genesys empowers organizations to deliver exceptional customer experiences by leveraging AI-powered solutions. As a Genesys Cloud Professional, you will play a critical role in designing and implementing innovative CX strategies that drive business growth and loyalty.The SS&AI Team is responsible for developing highly customized Self-service IVR and...


  • Étreux, Hauts-de-France, United States Centraprise Full time

    Company Overview:Centraprise is a leading provider of innovative technology solutions, empowering businesses to harness the power of data and deliver exceptional customer experiences.We are seeking an experienced Adobe AEP Architect to join our team, driving the design and implementation of cutting-edge Adobe Experience Platform solutions for our clients.


  • Étreux, Hauts-de-France, United States Genesys Cloud Services, Inc. Full time

    We are seeking a highly skilled Senior CCaaS (Contact Center as a Service) pre-sales Solutions Architect with deep expertise in AI and a proven track record of designing innovative, scalable, and reliable CCaaS solutions on the Genesys Cloud CX platform.About this RoleThis key member of our Customer Success and Professional Services team will support clients...


  • Étreux, Hauts-de-France, United States Mindlance Full time

    Job Title: Custom Software Architect">Description: We are seeking a highly skilled custom software architect to join our application development team at Mindlance. As a key member of our team, you will be responsible for leading the analysis, design, customization, and implementation of programs, systems, and procedures to meet complex requirements and...


  • Étreux, Hauts-de-France, United States Eliassen Group Full time

    Job DescriptionAs an Omni Channel Experience Architect, you'll be responsible for helping build entire features from concept to deployment. You'll work closely with our team to design and develop reusable core & common components, leveraging proven architecture patterns and standards to ensure seamless customer experiences.Your advanced Git skills, branching...


  • Étreux, Hauts-de-France, United States Genesys Cloud Services, Inc. Full time

    At Genesys Cloud Services, Inc., we empower organizations to create exceptional customer experiences by leveraging the power of AI.The Digital Experience Architect role is a critical component in driving business outcomes and customer loyalty. This position demands a unique blend of technical expertise, strong communication skills, and the ability to bridge...


  • Étreux, Hauts-de-France, United States Experis Full time

    About the Position:We are looking for a Visual Experience Architect to join our team at Experis in Raleigh, NC or Boston, MA. As a Visual Experience Architect, you will be responsible for designing and developing visually appealing and user-friendly interfaces for our open-source AI platform.Key Responsibilities:Design and develop visually appealing and...


  • Étreux, Hauts-de-France, United States Genesys Cloud Services, Inc. Full time

    Role OverviewWe are seeking a skilled Digital Experience Architect to join our team at Genesys Cloud Services, Inc. This role is perfect for someone who has expertise in AI technologies and can bridge the gap between complex technology and practical business applications.The successful candidate will be responsible for leveraging deep technical knowledge of...


  • Étreux, Hauts-de-France, United States ZipRecruiter Full time

    Job Title: Architect with Specialized Laboratory ExperienceAbout the CompanyWe are a leading architecture firm specializing in life sciences and laboratory projects. We are committed to delivering high-quality designs that meet the needs of our clients and exceed their expectations.Job DescriptionWe are seeking a talented Architect to join our team in...


  • Étreux, Hauts-de-France, United States Confluent Full time

    About the Role:As a Technical Architect for Customer Success, you will serve as a trusted technical advisor and advocate for our customers. Your primary objective will be to ensure their success, retention, and expansion by providing technical guidance and support.You will partner with other teams, including Customer Solutions, Sales, Product Management, and...


  • Étreux, Hauts-de-France, United States HqO Full time

    We are looking for a Digital Experience Architect to join our team at HqO. In this role, you will be responsible for designing and developing software systems that power our platform.Key Responsibilities:Design and develop scalable software systems using modern technologiesWork with product management to translate requirements into user stories and deliver...


  • Étreux, Hauts-de-France, United States Klaviyo Full time

    Klaviyo Technology StackWe use a range of cutting-edge technologies to power our platforms, including React, TypeScript, Redux, GraphQL, Python, Django, MySQL, Apache Pulsar, Kafka, Clickhouse, Redis, AWS, Kubernetes, Docker, and Terraform.Your Role in Our EcosystemIn this Senior Software Engineer position, you will work closely with our design and user...


  • Étreux, Hauts-de-France, United States M3BI - A Zensar Company Full time

    Company Overview:M3BI - A Zensar Company is a leading provider of data solutions for investment banking.We are seeking an experienced Data Architect to join our team.The ideal candidate will have expertise in cloud data platforms, data modeling, and data architecture concepts.Skill Sets:Mastering data capabilities for asset managementDeep knowledge of...

  • Senior Data Architect

    3 weeks ago


    Étreux, Hauts-de-France, United States Amazon Full time

    Senior Data Architect Position at AmazonAmazon is seeking an experienced Senior Data Architect to join our team responsible for designing and developing large-scale data solutions. As a Senior Data Architect, you will be responsible for architecting and implementing data models, integrating data from multiple sources, and ensuring high-quality data delivery...


  • Étreux, Hauts-de-France, United States Verizon Full time

    Verizon is committed to empowering innovation and creativity through our Customer Success Technology team. As a Senior Solutions Architect, you will be responsible for leading technology research and collaboration, establishing relationships with external vendors, and developing business strategies that drive premium experiences for customers and...

  • Network Architect

    4 weeks ago


    Étreux, Hauts-de-France, United States SysTechCorp Inc Full time

    Job Title: Network ArchitectWe are seeking an experienced Network Architect to join our team at SysTechCorp Inc. Based in Boston, MA, this role offers a competitive salary of $140,000 per annum.About the Role:This is an exciting opportunity for a skilled Network Architect to lead our infrastructure development and design. The successful candidate will have...


  • Étreux, Hauts-de-France, United States Databricks Full time

    Job OverviewThe role of a Sr. Delivery Solutions Architect at Databricks involves collaborating with sales and field engineering teams to accelerate the adoption and growth of the Databricks platform in assigned customers. As a technical lead, you will ensure customer success by increasing focus and technical accountability to complex customers. This hybrid...


  • Étreux, Hauts-de-France, United States Broadcom Corporation Full time

    We are seeking an Enterprise Solution Architect to join our team at Broadcom Corporation. As an Enterprise Solution Architect, you will be responsible for designing and implementing scalable, secure, and high-performance solutions for our customers using VMware Cloud Foundation technologies.You will work closely with customers, sales teams, and internal...


  • Étreux, Hauts-de-France, United States LogRocket Full time

    We are seeking a highly skilled Cloud Technology Architect to join our team at LogRocket. As a Cloud Technology Architect, you will be responsible for designing and implementing scalable and secure cloud-based systems that meet the needs of our growing customer base.A strong background in cloud technologies, including architectural principles and specific...