Architect- Genesys App Svcs | Full Time

About the Role

Leads the overall architecture for the Genesys ecosystem and ensures the platform can support required growth. This role is a key leader of a team accountable for 24/7 production support (tier 2 & tier 3) as well as new projects to upgrade and improve application architecture, development, and integration between Genesys and other systems. The ideal candidate will use technical and business analytical skills to research and evaluate solutions, providing high-quality, efficient workflows that promote enterprise-wide standardization and meet industry standards.

Responsibilities

• Partner with product managers and product owners to understand business needs and develop architecture solutions and blueprints for the Genesys ecosystem.
• Lead the assessment, architecture, and configuration efforts of the Genesys ecosystem and assigned staff to achieve stated architecture and configuration goals.
• Plan, scope, size, architect, design, prototype, and engineer Genesys framework components.
• Design and architect integration projects, handling technical tracks of architecture consulting and product selection.
• Steer requirements as a subject matter expert (SME) to identify and achieve business goals efficiently.
• Optimize system performance, create reference benchmarks, and provide best practice recommendations across the Genesys ecosystem.
• Drive effort reduction through efficient and optimized architecture design and technical solutions.
• Collaborate with work teams, departments, system leadership, clinicians, staff, other IT groups, and technology vendors to define needs and facilitate solutions.
• Lead and contribute to estimating work effort and resource requirements for statements of work (SOWs).
• Lead the technical response bridge for major outages impacting the Genesys user community.
• Work closely with ancillary departments, operations, Epic, Genesys, Salesforce, and other vendor/IT groups to triage, diagnose, and resolve production support issues.
• Provide Tier 3 support and assist in troubleshooting system and operational issues.
• Engage with cross-functional teams (Network, Voice, Infrastructure, Helios/Epic) and technology vendors to resolve production support issues and recommend scalable solutions.
• Coordinate and direct activities of Genesys Application Support Developers and Configuration Specialists.
• Recommend and coordinate training requirements for Genesys Application Support Developers and Configuration Specialists.
• Create project documentation such as high-level designs, project planning, design patterns, and non-functional requirements following best practices of architecture and design.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or equivalent experience (eight years of applicable IT experience).
• 10 years of experience in application development and maintenance of vendor-provided systems.
• 2 years of experience designing system/solution architecture in cloud or on-premise solutions, preferably both.
• 3-5 years of experience leading voice application systems or similar complex, state-of-the-art vendor applications (e.g., Epic, Salesforce).
• Strong knowledge of security architecture, design, and operations, including LDAP, Active Directory, SAML, web protocols (XML, SOAP, JSON, REST), and cloud/virtualization technologies (e.g., OpenStack, Java).
• Experience designing, managing, and optimizing integrations with third-party solutions and custom-developed solutions using REST APIs, Web Service Integration, or other API technologies.
• 2 years of systems integration experience with applications such as Genesys, Epic, or Salesforce (experience with all three highly preferred).
• Demonstrated ability to diagnose production issues and collaborate with Genesys, carriers, and other vendors to resolve issues expediently.
• Excellent communication, presentation, and interpersonal skills, with the ability to develop and present complex material to technical, non-technical, management, and leadership audiences.
• Ability to apply leading architecture design practices to use case-specific applications.
• Strong customer relationship management and business development skills.
• Strong technical writing abilities.
• Ability to acquire required training and certification within 6 months of hiring for Genesys Certified Professional & Genesys Certified Developer roles.
• 3 years of hands-on experience with complex, multichannel contact center systems, including Genesys Engage (or comparable IVR application) with Contact Center Architecture (preferred).
• 1-2 years of experience as a Genesys Engineer/Administrator monitoring and supporting the Genesys framework (preferred).
• 5+ years of experience in the contact center technology space (preferred).
• Good understanding of the Genesys Platform and call routing connections across multiple interactions and media channels (preferred).
• Knowledge of SIP/RTP and TCP/IP protocols, with the ability to run captures, review logs, and troubleshoot problems (preferred).
• Expertise with Genesys Routing, Interaction Routing Designer, Universal Routing Server, GVP, and Routing Developer (preferred).
• Experience with Genesys Composer and Genesys Orchestration Server (preferred).
• Proficiency working with telecom carriers and cloud providers such as AWS and Azure (preferred).
• Experience with Genesys WWE, GA, GAX, Speechminer, Pulse, GCXI, GMS, and WFM (preferred).
• Experience with cloud network architecture and/or on-premise to cloud migration (preferred).
• Previous supervisory experience (preferred).