Contact Center Solution Architect

1 day ago

Bengaluru, Karnataka, India beBeeSolution Full time ₹ 1,50,00,000 - ₹ 2,00,00,000

Job Title: Contact Center Solution Architect

Position Overview: This role involves designing, implementing, and maintaining a contact center platform. The ideal candidate will have extensive experience with Genesys solutions and a strong understanding of contact center operations.

Key Responsibilities:

  • Design and Engineering Functions: Collaborate with suppliers to establish and document technical standards and blueprints. Ensure new functionality aligns with these guidelines.
  • Operations and Maintenance: Manage the operational run, enhancements, and platform changes in partnership with suppliers. Support operational functions including change, problem, and incident management.
  • Supplier Management: Monitor and manage supplier deliveries to ensure they meet contractual obligations and performance standards.
  • Internal IT Stakeholder Engagement: Support integrations, governance processes, and architecture/design with internal stakeholders.
  • Stakeholder Engagement: Engage with country representatives and share knowledge and best practices with stakeholders. Serve as a technical escalation resource when additional expertise is required.

Experience & Qualifications:

  • 3-5 years of experience working with Genesys Cloud contact center solutions.
  • Genesys Certified Professional (GCP) or equivalent certifications are highly desirable.
  • Bachelor's degree in Computer Science, Information Technology, or a related field. Equivalent work experience may be considered.
  • Proven experience in designing and implementing contact center solutions.

Required Skills:

  • Genesys Cloud tools including Architect, Agent Scripter, CLI.
  • Experience with JSON, RegEx, and restful API/web services.
  • Designing, creating, and managing table-driven and dynamic workflows.

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