Contact Center Genesys Cloud Architect Remote Opportunity
Contact Center Genesys Cloud Architect Remote Opportunity
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Job Description
This is a remote role in the United States.
Serve as the contact center expert for contact center as a software (CCaaS) capabilities and implementation. Perform technical planning architecture development and modification of specifications. Be responsible for voice chat email and SMS text routing. Develop and support CCaaS functionalities such as call flow design CRM integration scripting etc. Troubleshoot and resolve system issues.
Conduct root cause analysis. Liaison with vendor technical support. Communicate effectively with contact center leadership and their stakeholders. Remain current on new product releases and advances.
Bright Horizons is trusted by families and employers around the world for highquality child care and early education backup care and workplace education. We partner with some of the worlds best companies to provide services that help employees perform their best and support families to thrive both personally and professionally.
What you will be doing:
Collaborate with contact center leadership stakeholders and other team members during discovery sessions to understand and define business requirements and to design solutions. Provide guidance regarding best practices policies and procedures to optimize platform use.
Translate business requirements into call flow designs that enhance the customer experience.
Drive the decisionmaking processes for call center design implementation and support. Design and deliver new CCaaS platform features and functionality.
Recommend technology policies or processes that would benefit the organization and improve operations. Participate in technical evaluations of vendor software. Leverage new releases to maximize utilization of CCaaS technology.
Design develop and implement CCaaS solutions (integrated process applications data and technology) that optimize contact center operations and meet the requirements of our stakeholders. Integrate CCaaS with other contact center systems (e.g. Salesforce ServiceNow MS Dynamics etc..
Troubleshoot CCaaS issues to include telephony integration call flow call quality scripting outbound campaigns and systems integration. Resolve integration and interface issues between various applications or systems. If necessary to escalate to internal or external technical support do so timely and compile all details required to assess and identify the problem (e.g. interaction IDs console logs network logs etc.. Test fixes to ensure problems have been adequately resolved.
Serve as a communication bridge between business leaders applications development teams and infrastructure teams to understand/clarify integration requirements address questions and manage changes across teams. Serve as a technical liaison with thirdparty development partners.
Continuously review existing CCaaS design. Propose to contact center leadership new technical architectures and solutions that reduce complexity and improve the customer experience. Stay updated on the latest CCaaS platform developments and advancements by monitoring weekly release notes.
Ensure existing and future call flow documentation is complete current and stored appropriately.
Participate in regular status meetings with contact center leadership and stakeholders. Actively provide insights and drive improvements to existing systems and processes based on observation analysis of data business direction and strategic focuses.
Implement APIs based on architecture frameworks and guidelines.
Minimum Requirements:
Required 3 years in contact center operations is required
Required 5 years demonstrated handson architect experience with CCaaS technology or a cloud based telephony system (Genesys Cloud preferred)
Required 3 years handson experience integrating CCaaS systems with CRM solutions like Salesforce MS Dynamics etc.
High school degree or GED equivalent
Preferred skills/qualifications
Associate Degree Associate or bachelors degree in a technical field
Bachelors Degree Associate or bachelors degree in a technical field
Genesys Cloud CX: Developer (GCXGCD)
Architect (GCXARC) and/or Scripting (GCXSCR) Certification
Genesys Cloud CX: Professional Certification (GCXGCP) is highly preferred
Handson experience within telecommunications integrating multiple channels into a CCaaS platform and developing complex call flows and scripts.
Demonstrated experience effectively utilizing contact center software applications to optimize interaction handling processes improve contact center performance and enhance the overall customer experience.
Experience supporting contact center operations and technology (reporting dialers IVR ACD WFM QA gamification etc..
Knowledge of API protocols API design and software development. Experience with open APIs and CCaaS integration with other solutions (like Salesforce ServiceNow and Microsoft Dynamics).
Proficiency monitoring troubleshooting and promptly resolving CCaaS and telecom service issues.
Excellent analytical communication organizational and critical thinking skills.
Selfstarter with the ability to work with minimal supervision but when necessary consult with lines of business and stakeholders for direction and/or clarity.
Ability to effectively prioritize and execute tasks in a highpressure environment and react to project adjustments and alterations promptly and efficiently.
Customer service focused and skilled at building relations with operational leaders and stakeholders.
Salary and Other Compensation Disclosures
The annual starting salary for this position is between $91000 $115000. The pay range listed here is what Bright Horizons in good faith anticipates offering for this job opening. Actual compensation offers within this range will depend on a variety of factors including experience education and training certifications geography and other relevant business or organizational factors.
Also depending on hire date and subject to applicable eligibility requirements and accrual schedules new employees in this role receive up to: 9 paid holidays annually; 40 hours of sick time per year based on fulltime schedule and 120 hours of vacation time per year
Benefits:
The Company offers the following benefits for this position subject to applicable eligibility requirements:
Medical insurance
Dental insurance
Vision insurance
401(k) retirement plan
Life insurance
Longterm disability insurance
Shortterm disability insurance
Deadline to Apply Information:
This posting is anticipated to remain open until 4/1/2025
At this time Bright Horizons will not sponsor an applicant for employment authorization/visa for this position
Life at Bright Horizons:
Our people are the heart of our company. Because were as committed to our own employees as we are to the children families and clients we serve our collaborative workplaces are designed to grow careers and support personal lives. Come build a brighter future with us.
Bright Horizons provides equal opportunity in all aspects of employment and does not discriminate against any individual on the basis of race color religion sex age disability sexual orientation veteran status national origin genetic information or any other characteristic protected under federal state or local law. Bright Horizons complies with the laws and regulations described in the following federal government resources: Know Your Rights Family and Medical Leave Act (FMLA) and Employee Polygraph Protection Act (EPPA).
If you require assistance or a reasonable accommodation in completing these application materials or any aspect of the application and hiring process please contact the recruitment helpdesk ator . Determinations on requests for reasonable accommodation will be made on a casebycase basis.
Employment Type
Full-Time
