Genesys Cloud CX Solution Architect 

Enterprise Architect:

This resource collaborates with the clients' department heads and technical stakeholders to ensure alignment and congruency between the clients' infrastructure and proposed custom solutions in order to effect a seamless integration and implementation of those technologies. This individual is a skilled technical resource with business acumen and project management skills who will orchestrate and maintain the integrity of the customer infrastructure (and/or project vision) through a detailed knowledge of Customer's contact center solution components and how they interact, staying abreast of relevant changes in technology and maintaining focus on the strategic requirements by working with the business units in a continuous cycle of planning for growth and optimization.

Responsibilities include:

• Creating and maintaining the integrity of an architecture document that outlines all of the Client's contact center technology components, the interaction between them, and any key interdependencies.
• Working with vendor partners, Client's internal engineering teams, and Client's technology consultants to identify, evaluate and recommend technology enhancements that improve the contact center environment.
• Consulting on complex projects that involve technologies from multi-towers and multi-practices, requiring the development of unique solution designs.
• Facilitating regular communication with key technology partners (current and future) who provide solution components (i.e. Genesys, ServiceNow, SAP, AI providers, etc.) to ensure vendor software is current and can support design recommendations or change requests.
• Solving client business problems through integration and implementation of unique solution designs.
• Supporting client-facing opportunities by leading on-site collaboration with client business, technical and operations leaders. Onsite presence based on mutually agreeable times and locations.
• Conducting quarterly technology roadmap sessions with the internal Client support team, Client and other vendors as appropriate.
• Collaborating with the client to align business requirements to the technical architecture proposed; discovers/understands business issues, and works with Client to determine and define potential impacts of technologies to effectively address business needs.
• Reviewing all proposed technical designs for completeness to ensure all solutions components are accurately depicted and accounted for.
• Responsibility of confirming that any test plans that have been collaborated on by the Delivery team are complete and sufficient.
• Identifying and documenting risk mitigation strategies for Client.
• Evaluating and understanding all Client design requirements for any new contact center technology enhancements, modifications, or additions.
• Utilizing established Client's best practices and customer-provided procedural documents and vendor documentation to aid in the development and execution of custom and standard solutions.
• Establishing and maintaining a high level of technical expertise in current technologies, and develops subject-matter-expertise in leading edge technologies required to effectively manage position responsibilities.
• From a functional perspective this resource provides significant contributions through activities including but not limited to:
• supporting Client Enterprise Architect by taking an active role in contributing to the planning process and conducting analysis and feasibility testing of potential solution opportunities
• representing Client's Professional Services during technology events and EBC presentations
• maintaining marketplace vigilance
• contributing to ideation efforts within his/her area of technical expertise