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Genesys CCaaS Architect (1070365)

Remote: 
Full Remote
Contract: 
Experience: 
Expert & Leadership (>10 years)
Work from: 
Colombia, District of Columbia (USA), United States

Offer summary

Qualifications:

Bachelor’s Degree required, 10+ years in Unified Communications and Contact Center, Experience with Genesys Cloud CX and PureConnect, 3+ years with ServiceNow, Jira, Confluence, Professional Certification in Genesys Cloud CX.

Key responsabilities:

  • Lead and motivate a team of architects and PMs
  • Provide excellent customer service and advocacy
  • Resolve incidents and maintain customer communication
  • Identify risks and analyze incidents for business continuity
  • Produce Monthly and Quarterly Operational Reviews
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The Judge Group Human Resources, Staffing & Recruiting Large https://www.judge.com/
1001 - 5000 Employees
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Job description

Location: Washington, DC

Description: The Judge Group is currently seeking a Genesys CCaaS Architect to support a large federal agency in Washington, DC. This position is remote, but requires the candidate to live in the National Capitol Region for occasional meetings. For immediate consideration email your resume to rkissinger@judge.com.

  • Robbie Kissinger

Basic Qualifications

  • Ability to effectively lead and motivate a team, including matrixed resources.
  • Detail Oriented.
  • Provide a high-level of customer service, with an emphasis on customer advocacy.
  • Takes ownership side by side with Lead Architects and PMs to deliver best in class user experiences.
  • Ability to communicate effectively (US English Fluent).
  • Resolve incidents and requests in a timely manner using ServiceNow.
  • Communicate with customers as required, keeping them informed of support
  • progress and notifying them when their issue has been resolved.
  • Work with system and application owners to remediate reoccurring issues.
  • Identify and mitigate risks through incident analysis associated with Genesys Cloud service delivery, ensuring business continuity.

Required Qualifications

  • Bachelor’s Degree and 10+ years’ relevant UC and Contact Center work experience.
  • Prior Genesys Cloud CX and Genesys PureConnect Experience.
  • 3+ years’ experience with ServiceNow, Jira and Confluence (or Rally) systems.
  • Broad knowledge of networking (Routing, Switching, Wi-Fi, Internet), Active Directory, SSO.
  • Strong knowledge on Cloud based environments (Amazon AWS, Microsoft Azure), Application Integrations and Connectors, Authentication.
  • Strong knowledge on SIP, SBC’s, Circuits, IPSEC, WebRTC.
  • 5+ years’ experience with MS TEAMS.
  • 5+ years’ experience producing Monthly Operational Reviews and Quarterly Business Reviews.
  • 5+ years’ experience authoring Root Cause Analysis reports as a follow up to major P1 or P2 events/incidents.
  • Genesys Cloud CX: Professional Certification.
  • Genesys Cloud CX: Architect Certification.

Contact: rkissinger@judge.com

This job and many more are available through The Judge Group. Find us on the web at www.judge.com

Required profile

Experience

Level of experience: Expert & Leadership (>10 years)
Industry :
Human Resources, Staffing & Recruiting
Spoken language(s):
EnglishEnglish
Check out the description to know which languages are mandatory.

Other Skills

  • Communication
  • Leadership
  • Customer Service
  • Detail Oriented
  • Problem Solving

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