Genesys Developer/Architect

• This specific team is transforming their contact center infrastructure through a multi-year program.

  The program provides a platform level technical refresh for the delivery of inbound customer calls to ~100,000 agents globally and will also refresh and deliver new customer channel interactions through outbound, chat, email, click-to-call, and other contact types.

• The ideal candidate has a strong background in voice and data telecommunications working with software such as Genesys, Cisco.

  They must be well versed in translating business to technical requirements specifically for call center agent migrations across technology platforms as well as other related channels such as IVR, chat, SMS, email.

  Co-browse, and chat/voice bots.

  For this role, they are migrating agents from Avaya/Cisco to a Genesys platform.

• Genesys technical implementation knowledge or related skills with a similar software vendor, Business requirements gathering and analysis for call center agent migrations, Ability to lead a large cross-functional team.
• team 10-12 Business Architects.

Responsibilities

• Leads and participates in the planning, analysis, and design tasks related to the establishment and implementation of an enterprise architecture.
• Defines and communicates the contact center architecture vision for business and technical strategies across contact center infrastructure, applications, personalization, and agent desktop capabilities including end-points (phones).
• Engages in business analysis and design for contact routing, personalization, and self-service analysis and design.
• Analyzes and defines business and agent desktop requirements, which evolve over time into an enterprise framework to form a single holistic set of this programs business capabilities.
• Translates enterprise and/or business requirements into long-term technical architecture, data lake solutions.
• Telecommunications background, Genesys software call flow analyst, business and technical analyst, Technical writer.
• Telecommunications background, Genesys software call flow analyst.
• Business and technical analyst, Technical writer.
• 8am-5pm Monday through Friday

Job Requirements

architecture, Design, cisco, Business, SMS , email, chat, voice bot, SMS, IVR, Call Center, Migration, outbound, analysis, Genesys

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