Genesys Architect - CRM (10-12 yrs)

Role : Genesys Architect

Job Description :

Genesys Cloud Technical Architect UST HealthProof is seeking a highly skilled and experienced Genesys Cloud CX Technical Architect to join our growing team.

In this role, you will play a pivotal role in designing, implementing, and managing our Genesys Cloud CX environment, ensuring it meets the evolving needs of our organization.

You bring :

Required :

- 10+ years of experience in contact center technology design and implementation.

- 5+ years of experience with the application development lifecycle (Waterfall, Agile Scrum).

- 5+ years of hands-on experience implementing Genesys Cloud CX, with a strong understanding of its products, features, and architecture.

- Proven ability to design and develop Genesys Cloud architectures, applying best practices and translating them into use-case specific solutions.

- Leadership experience to manage and mentor a development team, acting as a technical subject matter expert for contact center cloud solutions.

- Ability to conduct Proof-of-Concept (POC) demonstrations showcasing the design of CCaaS business processes (e.g., call flows based on business requirements).

- Experience collaborating with stakeholders to translate business needs into user stories, including elicitation, analysis, and documentation.

- Expertise in contact center technologies, including IVR, CRM, WFO, etc., with the ability to research and identify optimal solutions.

- Proficiency in documenting business and system requirements, user stories, and design specifications.

- Design and oversee the overall Genesys Cloud architecture. o Manage integrations with other business systems.

- Establish best practices and standards for Genesys Cloud deployments.

- Excellent communication and presentation skills.

Preferred :

- Experience with Avtex OneView and Salesforce Genesys Cloud adapter.

- Ability to foster and maintain strong client relationships.

- Business development and leadership skills.

- Experience working in a healthcare environment and understanding of HIPAA compliance.

In this role, you will :

- Design, develop, and implement scalable and secure Genesys Cloud CX solutions that meet the specific needs of our organization.

- Collaborate with stakeholders across various departments to understand business requirements and translate them into technical specifications.

- Lead the development team in building and deploying Genesys Cloud CX configurations, workflows, and automations.

- Conduct Proof-of-Concept (POC) demonstrations to showcase the capabilities of Genesys Cloud CX solutions.

- Manage integrations between Genesys Cloud CX and other enterprise systems.

- Document technical designs, configurations, and processes to ensure maintainability and knowledge transfer.

- Establish and maintain best practices for Genesys Cloud deployments within the organization.

- Stay up-to-date on the latest Genesys Cloud CX features and functionalities.

- Provide technical leadership and mentorship to the development team.

- You are a highly motivated and results-oriented individual with a passion for technology and a strong understanding of contact center operations.

- You thrive in a fast-paced environment and possess excellent communication and collaboration skills.

Key Skills and Qualifications :

Genesys Cloud Expertise :

- Proven experience with Genesys Cloud architecture, components, and APIs.

Technical Proficiency :

- Strong understanding of contact center technologies (e.g., IVR, ACD, CTI, WFM, Routing).

Integration Skills :

- Experience integrating Genesys Cloud with other systems (e.g., Salesforce CRM, Mindful Feedback, Avtex Oneview, Telephony).

Problem-Solving :

- Ability to troubleshoot complex technical issues and provide innovative solutions.

Leadership & Communication :

- Excellent communication skills, both written and verbal, to interact with technical and non-technical stakeholders.