Description

Design and implement architecture solutions for customer experience center platforms using the Genesys PureCloud ecosystem.

Responsibilities

• Partner with product managers to develop architecture blueprints for CX platform solutions.
• Lead and govern technical solutions to meet functional and non-functional requirements.
• Establish cloud platform governing and operating models.
• Provide best practice recommendations and optimization opportunities for the contact center platform.
• Collaborate with stakeholders to design and implement customer experiences using Genesys PureCloud.

Required Skills

• 5+ years of experience in architecture or technical leadership roles.
• Deep experience with Genesys Engage and Genesys PureCloud platforms.
• Proven track record as a Cloud Architect managing large-scale cloud contact center environments.
• Expertise in architecting complex queuing, routing, call flows, and conversational flows using Genesys PureCloud Architect.
• Experience implementing Omni-channel capabilities including queuing, routing, and experience.
• Hands-on experience with Softphone, Voice Authentication, and Desktop Process Automation and Analytics.
• Technical knowledge of Speech Analytics, Call Recording, and Workforce Management.
• Experience implementing Genesys Workforce Optimization (WFO) and Workforce Engagement Management (WEM).
• Familiarity with AI/ML and Chatbot implementations.

Preferred Skills

• Experience integrating AI/ML into contact center workflows.

Key Skills

Education

Any Graduate