Genesys Cloud Architect

6 days ago

Somerville, United States CYNET SYSTEMS Full time

Job Description: Pay Range: $55hr - $60hr Provide support for contact center technologies with a focus on Client Cloud CX. Handle configuration, enablement, administration, and troubleshooting of contact center systems. Support customer service operations, implement multichannel self-service processes, and manage integrations. Participate in incident resolution, monitoring, maintenance activities, and operational processes. Contribute to technology research and strategic planning while ensuring adherence to defined processes and performance standards. Requirement/Must Have: Excellent verbal and written communication skills. Strong documentation skills. Good working knowledge of MS Office, including project and diagramming tools. Strong customer handling skills. GCP certification. Experience migrating contact centers to Client Cloud CX. Hands-on experience with Client Cloud enablement, configuration, and support. Experience in customer service operations and contact center channels. Experience implementing multichannel self-service, IVR, and omnichannel routing. Hands-on experience with Client Architect call flows, IVRs, skills, permissions, roles, routing, and queues. Experience with Client Cloud administration and related applications and frameworks. Experience integrating Client APIs with third-party solutions and CRMs. Knowledge of engineering and consultation for Client Cloud CX operations. Ability to provide Tier 3 support during critical incidents. Flexibility to work across different time zones. Experience: Experience supporting Client Cloud CX environments. Experience with operational activities, maintenance, incident resolution, and troubleshooting. Experience participating in technology research and strategic planning. Experience managing vendor coordination and communication during outages. Responsibilities: Resolve incident cases. Monitor capacity, performance, and availability using monitoring tools and act on anomalies. Track incidents to ensure continuity across shifts. Coordinate with service providers and vendors for issue resolution. Participate in communication bridges during major outages. Participate in operational processes, including change control and incident management. Adhere to defined service levels. Handle tickets and service requests. Troubleshoot technical issues. Ensure compliance with defined processes. Report network health and key performance measures. Support release management activities. Should Have: ITIL Foundation certification preferred. Skills: Client Cloud CX configuration, administration, and troubleshooting. Multichannel routing and IVR design. API and CRM integration. Operational monitoring and incident handling. Technical documentation and communication. Qualification And Education: Relevant education or equivalent experience.

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