Cloud Architect

Livonia, MI (On-site 3 days a week)

We are seeking a highly skilled Genesys Architect to join our team. The ideal candidate will have extensive experience in designing, developing, and implementing solutions using Genesys technologies, particularly within Salesforce environments. This role involves working closely with clients to understand their business requirements and translating them into effective technical solutions.

• Call Flow Construction: Design and build efficient call flows using Genesys Architect.
• Technical Solutions: Provide technical solutions to meet client needs, involving complex integrations and customizations.
• Implementation Leadership: Lead the implementation of Genesys features and functions, guiding clients through setup and optimization.
• Collaboration: Work closely with clients to understand their business requirements and develop customized solutions that enhance their customer experience.
• Expertise in Genesys: Maintain deep knowledge of Genesys architecture and configuration, including inbound and outbound call routing, IVR, skill-based routing, and other contact center functionalities.
• Technical Expertise: Strong understanding of Genesys and related technologies.
• Problem-Solving: Ability to identify and solve technical challenges.
• Communication: Excellent communication skills to interact with clients and team members.
• Leadership: Capable of leading projects and guiding teams through complex implementations.
• Experience: Proven experience in call center technology domains, including telephony self-service solutions, call routing, and reporting.
• Knowledge: Extensive knowledge of CTI system integration, architectural design, and implementations.

Requirements

• Salesforce Genesys Package: Knowledge of Salesforce Genesys Package and its configurations.
• CX Cloud Offering: Experience working on CX cloud offering from Genesys and Auto Dialer.
• API Services: Experience in building API services from Genesys to call and invoke Salesforce.
• System Integration: Experience working with Salesforce and Genesys as system of record and system of engagement.

• Telephony Systems Migration: Experience with migrating premise telephony systems to multi-channel enterprise platforms.
• VOIP and Telephony Protocols: Familiarity with VOIP and traditional telephony protocols.
• Teamwork: Solid teamwork and interpersonal skills.
• Adaptability: Ability to quickly adapt to diverse and changing environments.

• Telephony Platforms: Genesys 8.X, 7.X platform applications, Avaya PBX, CISCO IP-PBX, Asterisk, SIP, ACME packet SBC, Audio codes gateways.
• Workforce Management: Veriant, NICE, Genesys Call Evaluation software.
• DBMS: Oracle, SQL Server.
• Programming Languages: JAVA, JavaScript, C, C#.
• Web Development: ASP.NET, XML, HTML, DHTML, CSS, VBScript, SCXML, CCXML, VXML.
• Operating Systems: MS Windows, Linux (CentOS).
• Application Servers: IBM Web Sphere, IIS, Apache, Web Logic, TOMCAT.
• Middleware: TIBCO, Rabbit MQ.
• CRM Systems: SIEBEL, Salesforce.