Contact Center as a Service Architect - Genesys Cloud CX - 100% Remote
Apply on
Availability Status
This job is expected to be in high demand and may close soon. We’ll remove this job ad once it's closed.
This position is 100% remote anywhere in the U.S.
PRISM seeks a Contact Center as a Service (CCaaS) Architect specializing in Genesys Cloud CX, you will be pivotal in designing, implementing, and optimizing our cloud-based contact center solutions. You will work closely with business stakeholders and technical teams to ensure that our contact center infrastructure meets our organization's evolving needs.
Responsibilities:
- Solution Architecture:
- Develop and maintain comprehensive architecture diagrams and blueprints for our Genesys Cloud CX environment.
- Collaborate with business stakeholders to understand their requirements and translate them into technical specifications.
- Design and implement scalable, reliable, and secure contact center solutions.
- Integration:
- Integrate Genesys Cloud CX with other enterprise systems (e.g., CRM, ERP, ticketing systems).
- Develop and maintain APIs and connectors to enable seamless data exchange.
- Optimization:
- Continuously monitor and optimize the performance of our Genesys Cloud CX environment.
- Identify and implement opportunities for cost reduction and efficiency gains.
- Conduct performance testing and tuning to ensure optimal agent productivity.
- Migration:
- Planned and executed migrations to new Genesys Cloud CX releases or environments.
- Develop migration strategies to minimize downtime and disruption.
- Innovation:
- Stay up-to-date with emerging technologies and trends in the contact center industry.
- Evaluate and recommend new tools and technologies to enhance our contact center capabilities.
Qualifications:
Bachelor's degree in IT or related field.
10+ years of UC/contact center experience.
MS Teams, reviews, analysis experience.
Genesys Cloud CX and PureConnect expertise.
ServiceNow, Jira, Confluence experience.
Networking, cloud, integration knowledge.
SIP, SBCs, WebRTC proficiency.