Genesys/nice Solutions Architect

**About SimpliSafe**

We're a high-tech home security company that's passionate about protecting the life you've built and our mission of keeping Every Home Secure. And we've created a culture here that cares just as deeply about the career you're building. Ours is a no-ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities and make a huge impact on the lives of all those who we protect. We don't just want you to work here. We want you to grow and thrive here.

We are partnering with a local India firm called Kaamwork to build out an Engineering presence in India. We are setting up a new cloud engineering team in India.

**What You'll Do**

Our team is dedicated to creating seamless omnichannel engagement to meet the customer where/when they desire and increase FCR through the optimization of our cloud based contact center solutions supporting both human and virtual agents. This role is focused on our suite of contact center solutions, including but not limited to: (IVR, routing, analytics, WFM, bot, knowledge base).
- Implement enhancements to our Genesys Cloud CX platform such as Move, Add, Change, Delete configurations for: people, roles, queues, locations, workspaces, wrap-up codes, ACD skills, DID and Extension number, pools, phones, phone templates
- Perform voice bot development in Genesys by creating flows, configuring intents and utterances, building tasks and states, and performing unit and flow testing
- Perform administrative support for our NICE workforce management platform by creating and modifying activity codes, skills, scheduling units and rules.
- Assist in troubleshooting technical issues related to Genesys Cloud CX and provide support during implementation and post-deployment stages.
- Partner with Program and Product Managers to scope feasibility of feature enhancements to our Genesys Cloud CX platform and propose platform optimization recommendations and solutions
- Support the evaluation of CCaaS technologies and platforms helping the team make informed decisions on tools, frameworks, and technologies.
- Help maintain and update technical documentation, including architecture diagrams, configuration guides, and integration workflows.
- Work directly with vendor partners to influence product roadmaps, rollouts, timelines, and other planned and unplanned priorities to align with our organizations needs
- Perform platform enhancements and updates as prioritized by the product pipeline process
- Stay updated on the latest developments in Genesys Cloud CX technologies, cloud platforms, and industry trends to continually improve your technical expertise and contribute to innovative solutions.

**What You'll Bring**
- BA/BS preferred in Computer Science, Information Technology, Engineering, or a related field.
- 3-5 years of experience working with Genesys Cloud CX, designing, implementing and creating technical documentation.
- NICE workforce management administrative experience is a desired skill set
- Experience with Sprinklr Service, Seismic and/or Stonly, designing, implementing and creating technical documentation.
- Experience with system integration concepts (APIs, Web Services, RESTful APIs).
- Understanding of AI technologies and best practice
- Familiar with Agile or Scrum methodologies, best practices on QA and regression testing to ensure quality deliverables
- Comfortable working across different cultures, locations, and time zones.
- Self starter with strong organizational skills with the ability to manage multiple projects
- Analytical and capable of making data-driven decisions
- A proactive attitude with the ability to learn quickly and thrive in a dynamic environment