Genesys Architect
Genesys Architect
Posted on :
24-07-2025
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1 Vacancy
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Job Description
Genesys Architect or SME
Phoenix AZ (Hybrid)
Required Skills:
- Candidate must have Deep knowledge of call flows IVR skill-based routing omnichannel servicing and customer journey orchestration.
- Candidate must be able to :
- Assess the current Genesys architecture (InfoMart UCS GAAP SpeechMiner WFM Routing etc.) and design a migration roadmap to a CCaaS platform.
- Evaluate and recommend which components of Genesys should be migrated retired or replaced.
- knowledge of Routing Logic & WFM
- Analyze existing routing logic and translate it into equivalent or optimized configurations within the new CCaaS environment.
- Guide team on migration and integration of WFM functionalities ensuring alignment with forecasting scheduling and intraday management requirements.
- Identify opportunities to enhance customer experience using AIintent detection virtual assistants predictive routing sentiment analysis and more.
- Collaborate with internal AI/ML teams to define data-driven automation use cases and implementation strategy.
- Work closely with IT customer service operations business teams and external CCaaS vendors
- Participate in vendor evaluations and selection process for CCaaS and AI solutions
- Participate in various business stakeholders interview to understand their contact center need and also on downstream application impact
Sangati Efrayam Eric Sr Talent Acquisition Specialist
Thinklusive INC
3535 Victory Group Way #4 Frisco TX 75034
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Employment Type
CONTRACT
Key Skills
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