Job description

Applications Architect 2 (Hybrid 1 day onsite per week)

Location: Austin, TX

701 W 51st St, Austin, Texas 78751.

Work Type: W2 (No Benefits)

Onsite: 1 day (Wednesdays)

Remote: 4 days (Mon, Tue, Thurs, Fri)

Duration: 3 Months (renewal 09/2024)

This position will serve as the Application Architect II for HHSC state owned Genesys CX3 CCaaS Cloud solution. Responsibilities will include implementation of Genesys CX3 CCaaS platform architect flow familiar with best practices, design, and configuration experience. It is important that they have great people skills and a passionate about the Genesys CX3 CCaaS platforms capabilities. This position will work closely with HHSC resources and vendor resources for support and management of the platform. This position will serve as a technical resource for configuration of and integration of HHSC Enterprise Telecom Genesys CX3 CCaaS platform. Additionally, this role will be a subject matter expert for Telephony SBC, VoIP, and SIP services for integration with the CCaaS platform.

The ideal candidate for this role will have good leadership skills, with appropriate technical expertise.
Good understanding of networking topologies and their associated interconnectivity with the LAN/WAN infrastructure, Contact Centre infrastructure.
Ability to maintain a strong vendor communication/relationship.
Be part of a team that performs sustainable continuous improvement, identifying and removing organizational barriers affecting the team, processes and products owned.
Maintain an agile mind-set by adopting the practices and processes identified as being required for our domain, leveraging agile delivery methods.
Work with business stakeholders to understand requirements and develop solutions.
Conduct discovery sessions to understand the current process. Preparing design documents basis discovery outcome sand finalize the delivery scope.
Perform walkthrough of delivery scope to the development team and getting it implemented.
Preparing project plan, action trackers and ensuring timelines are met.

CANDIDATE SKILLS AND QUALIFICATIONS

Required:

4-6 years of experience
Experience within Telecommunication having worked on Contact Center Technologies.
Experience in Dialer optimization: deep knowledge of Inbound and Outbound (preview, power, progressive) call routing.
Routing logic experience, configuration of Queues and Skills and associated routing (Standard, Bullseye or Preferred Routing).
Real time troubleshooting IVR call flow, telephony, call quality, functionality, and usability verification.
Day-to-day management and support including call routing, agent creation, IVR, phone queues and reporting.
Experience with Genesys Architecture and Integration of various / multiple channels into Genesys.
Provide subject matter expertise in Genesys PureCloud Contact Center and AppFoundry integrations.
Drive the decision-making processes for Call Center Design, Implementation and Support.
Architect Call flows, IVRs, skills, permissions, roles, data points, user, etc.
Design, implementation, and support of Genesys Cloud solutions, including the migration of Genesys on-premises to cloud.
Genesys on prem to cloud migration experience required.
Integrate Genesys Cloud with other systems and applications.
Maintain and support Genesys Cloud solutions.

Preferred Knowledge & Experience:

Staying up to date on Genesys Cloud technologies and best practices.
Working with business stakeholders to understand requirements and develop solutions.
Implementing network security.
Conducting discovery sessions to understand the current process. Preparing design documents basis discovery outcome sand finalize the delivery scope.
Walkthrough of delivery scope to the development team and getting it implemented.
Conducting training, the trainers program.
Managing and helping the development team
Preparing project plan, action trackers and ensuring timelines are met.
Implementing SBC solution.
Installation, Configuration, and testing SBC across regions.

Required profile