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Jobs or company...
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Genesys CCaaS Architect

Salary undisclosed

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Dice
Original
Simplified
Location: Washington, DC
Description: The Judge Group is currently seeking a Genesys CCaaS Architect to support a large federal agency in Washington, DC. This position is remote, but requires the candidate to live in the National Capitol Region for occasional meetings. For immediate consideration email your resume to
- Robbie Kissinger

Basic Qualifications

  • Ability to effectively lead and motivate a team, including matrixed resources.
  • Detail Oriented.
  • Provide a high-level of customer service, with an emphasis on customer advocacy.
  • Takes ownership side by side with Lead Architects and PMs to deliver best in class user experiences.
  • Ability to communicate effectively (US English Fluent).
  • Resolve incidents and requests in a timely manner using ServiceNow.
  • Communicate with customers as required, keeping them informed of support
  • progress and notifying them when their issue has been resolved.
  • Work with system and application owners to remediate reoccurring issues.
  • Identify and mitigate risks through incident analysis associated with Genesys Cloud service delivery, ensuring business continuity.


Required Qualifications

  • Bachelor's Degree and 10+ years' relevant UC and Contact Center work experience.
  • Prior Genesys Cloud CX and Genesys PureConnect Experience.
  • 3+ years' experience with ServiceNow, Jira and Confluence (or Rally) systems.
  • Broad knowledge of networking (Routing, Switching, Wi-Fi, Internet), Active Directory, SSO.
  • Strong knowledge on Cloud based environments (Amazon AWS, Microsoft Azure), Application Integrations and Connectors, Authentication.
  • Strong knowledge on SIP, SBC's, Circuits, IPSEC, WebRTC.
  • 5+ years' experience with MS TEAMS.
  • 5+ years' experience producing Monthly Operational Reviews and Quarterly Business Reviews.
  • 5+ years' experience authoring Root Cause Analysis reports as a follow up to major P1 or P2 events/incidents.
  • Genesys Cloud CX: Professional Certification.
  • Genesys Cloud CX: Architect Certification.


Contact:

This job and many more are available through The Judge Group. Please apply with us today!
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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