Genesys Cloud Principal Architect
At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.
This position is responsible for the oversight, configuration, installation, and design of Genesys Cloud solutions. The implementation may be a new deployment, adding features, or creating new integrations and flows. The Genesys Cloud Principal Architect acts as a mentor on the project team and may serve as an escalation point for other delivery personnel on the project team and/or Support either remotely or onsite. Mentorship to teammates throughout the delivery organization is also a function of this role. Traveling and working after hours is an essential part of this position. The Genesys Cloud Principal Architect is also responsible for developing and documenting TTEC Digital best practices as it relates to implementing Genesys Cloud. This position will work closely with vendor support to remedy any ongoing system or software problems. Additionally, the Genesys Cloud Principal Architect participates in vendor meetings and acts as a technical resource to the project manager or sales executives.
What You'll Be Doing
- Demonstrate professionalism and leadership in representing TTEC Digital to customers and vendors.
- Develop best practices around discovery and implementation of Genesys Cloud features and follow up with maintaining documentation for consumption by other TTEC team members working on Genesys Cloud implementation projects.
- Collaborate with sales team on scoping and quoting professional services.
- Create tools and methods to support the team and streamline implementation.
- Provide guidance and mentorship to teammates in their pursuit of evolving their Genesys Cloud skills and expertise.
- Act as Technical Lead on Genesys Cloud implementation projects, providing guidance, oversight, and mentorship to other project team members in support of their implementing TTEC Digital best practice throughout the Genesys Cloud implementation project.
- Act as resource for peers when they require assistance on projects they are leading.
- Assess customer needs and make design recommendations to the client or to Business Analysts documenting the design and requirements.
- Detailed understanding of integrations.
- Identify system and/or software problems and propose solutions.
- Understand the scope of the project, integrations, customer requirements etc.
- Configuration, installation, and testing of solutions.
- Provide technical specifications as requested.
- Follow-up on and resolve outstanding issues in a timely manner.
- Conduct system set-up as required.
- Complete and thorough documentation via our internal ticketing process to ensure each issue has accurate tracking from problem reporting to resolution.
- Understand systems to be able to identify problems and provide a remedy.
- After-hours work will be required.
- Travel Required.
What You'll Bring to the Role
- 1+ year experience in the Information Technologies Field.
- 2+ years proven track record in telephony, networking or IT industry.
- Minimum 2 years Genesys Cloud installation and configuration
- Minimum 3 years of IVR, Bot, Speech Recognition telephony development and integration
- 3+ year experience deploying, testing, and supporting telephony projects in a customer facing environment.
- Strong understanding of contact center business operations and processes
- Valid Genesys Cloud Certified Professional Certification.
- Extensive knowledge and experience with Genesys Cloud.
- Broad experience with VoIP, Networking and Telecom products and solutions.
- Wireshark (Packet Capture understanding).
- Ability to create/develop reusable Data Actions Libraries and Architect Libraries.
- Strong Understanding of Advanced Dialer Concepts.
- REST understanding and familiarity.
- Understanding of Active Directory and related services- DNS DHCP, Azure, AWS, SCIM, SSO.
- Database concepts and systems.
- Conceptual understanding of AWS and AZURE architecture.
- Strong understanding interdependencies of 3rd party technologies.
- Strong understanding of AWS Lex Bot.
- Strong understanding of Google Dialog Flow.
- Bot Consumption and creation through architect.
- Reusable Bot Creation.
- Ability to build REST APIs
What You Can Expect
- The anticipated range for individuals expressing interest in this position is $100,000 to $150,000. This position is eligible to participate in an annual incentive program. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.
- Benefits available to eligible employees include the following: Medical, dental, vision, tax-advantaged health care accounts, financial and income protection benefits, paid time off (PTO) and wellness time off.
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About Us
TTEC Digital, and our 1,700+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). TTEC Engage is a 60,000+ employee service company, with customers in more than 80 countries. Together, we utilize a holistic approach, applying solutions from two centers of excellence, Engage and Digital.
TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.
Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.
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