Description

Design and implement customer experience platform solutions using the Genesys PureCloud platform. You will lead technical governance and establish operating models for cloud platforms.

Responsibilities

• Partner with product managers to develop architecture blueprints for customer experience center platforms.
• Lead and govern technical solutions to ensure they meet functional and non-functional requirements.
• Design and implement complex queuing, routing, call flows, and conversational flows using Genesys PureCloud Architect.
• Provide best practice recommendations and optimization opportunities for the contact center experience platform.

Required Skills

• 5+ years of experience as a Cloud Architect.
• Extensive experience with the Genesys PureCloud platform.
• Proven track record designing large-scale cloud contact center solutions.
• Expertise in implementing omni-channel capabilities including queuing, routing, and softphone integration.
• Experience with Voice Authentication, Desktop Process Automation, and Analytics.
• Hands-on experience with Speech Analytics, Call Recording, and Workforce Management.
• Technical proficiency in AI/ML, Chatbots, and conversational design.
• Experience implementing Genesys Workforce Optimization (WFO) and Workforce Engagement Management (WEM).

Preferred Skills

• Ability to develop architecture blueprints for complex platform solutions.

Key Skills

Education

Any Graduate