Solution Architect

15 hours ago

Belgaum, Karnataka, India Betsol Full time ₹ 9,00,000 - ₹ 12,00,000 per year
Company DescriptionJob DescriptionPosition OverviewKey Responsibilities
  • Lead the technical aspects of migrating from existing contact center platform to Genesys Cloud CX
  • Analyze, interpret, and prepare existing data for migration to ensure data integrity and continuity
  • Map existing outbound dialer strategies to new cloud-based dialer functionality
  • Develop custom scripts and solutions for complex integrations using the Genesys API hub
  • Translate current KPIs and reporting requirements to Genesys Cloud capabilities
  • Collaborate with the existing team to identify opportunities to modernize processes
  • Design and implement true omni-channel experiences leveraging Genesys Cloud capabilities
  • Provide first-level support, including issue triage and translation of cloud concepts for the team
  • Document solution architecture and implementation plans
  • Ensure the implementation follows best practices and meets business requirements
QualificationsRequired Qualifications
  • 5+ years of experience as a Solution Architect in contact center environments
  • Proven experience implementing Genesys Cloud CX (formerly PureCloud)
  • Strong understanding of contact center technologies, workflows, and operations
  • Experience migrating from legacy contact center platforms to cloud solutions
  • Strong knowledge of outbound dialer strategies and implementation
  • Proficiency in API integration and development (REST, webhooks, etc.)
  • Experience with Genesys' AppFoundry ecosystem and integration capabilities
  • Contact center reporting and analytics expertise
  • Understanding of IVR design, call flows, and routing strategies
  • Excellent problem-solving and troubleshooting skills
Preferred Qualifications
  • Genesys Cloud certifications (Genesys Cloud CX Consultant, Developer, or similar)
  • Experience with multiple contact center platforms (for migration context)
  • Knowledge of workforce management and quality management solutions
  • Experience with CRM integrations (Salesforce, Microsoft Dynamics, etc.)
  • Familiarity with cloud infrastructure (AWS, Azure, or GCP)
  • Understanding of omnichannel strategy implementation
  • Experience with contact center compliance requirements
  • Project management experience in technology implementation projects
Technical Skills
  • Genesys Cloud CX architecture and implementation
  • API development and integration
  • JavaScript, Python, or other programming languages for custom development
  • Data migration tools and methodologies
  • Cloud infrastructure concepts
  • Contact center IVR and call flow design
  • Knowledge of omni-channel routing and queue management
  • Analytics and reporting solutions
Soft Skills
  • Strong communication skills to translate technical concepts to business stakeholders
  • Ability to work effectively with cross-functional teams
  • Problem-solving and analytical thinking
  • Adaptability and flexibility in a rapidly changing environment
  • Leadership capabilities to guide implementation teams
  • Customer-focused approach to solution design
  • Documentation and knowledge transfer abilities
Additional Information

Betsol

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