Raas Infotek · 1 day ago
Genesys cloud architect
United States
Contract
Remote
Mid, Senior LevelRaas Infotek is seeking a Genesys Cloud Architect to manage and enhance their contact center services. The role involves migrating contact centers to Genesys Cloud CX, providing Tier 3 support, and ensuring operational excellence through effective incident management and vendor coordination.
Information Technology
No H1B
Hiring Manager
Ritesh Rawat
Responsibilities
Resolving incident cases
Monitor capacity, performance and availability using popular network tools and act to correct anomalies when needed
Incident tracking to ensure continuity across shifts
Vendor management with PSTN Service provide, OEM for resolution of tickets
Coordination of communication bridges during major outages
Participate in Operational processes (Daily Ops, Change Control, Incident management, request for service, etc)
Adhering to defined SLAs
Handling tickets / requests
Troubleshooting technical issues
Ensuring that defined processes are adhered to
Report regularly concerning key counters and measures of the voice network through health checks
Genesys Release Management
Qualification
Required
Excellent communication and conversation skills (Verbal and Written)
Good documentation skills
Good working knowledge of MS OFFICE (Including MS Project and Visio)
Should have good customer handling skills
GCP (Mandatory)
Experience in migrating contact centres to Genesys Cloud CX. Should be Hands on in Genesys Cloud enablement, configuration, and support
Experience working with Customer Service Operations: Experience in Contact Center channels, leading Customer Service operations assessment/benchmarking, identifying gaps and deriving business case for driving improvements
Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing: Experience in Genesys Cloud/Engage suite
Should be hands on in Genesys Architect Call flows, IVRs, skills, permissions, roles, routing, queues etc
Experience in Genesys Cloud administration & application experience: Use Genesys Architect/Composer/Designer, Genesys Framework Components (such as Edge, BYOC, SIP, GAX, GVP, AppFoundry, eServices, GRE, URS, Info Mart, GMS, OCS, GPlus Integrations etc.) or similar solutions
Genesys API's integration with 3rd party solutions and CRMs like Salesforce etc
Candidate should have knowledge on Engineering, consultation and be able to assist with day-to-day operational activities on Genesys Cloud CX
Provide Tier 3 support during critical incidents as necessary
Participate and lead ongoing technology research and strategic planning for contact center services
Perform some Genesys infrastructure maintenance work; some after-hours work is required
Flexibility to work across different time zones
Resource should be flexible for working in NA Shift Projects as well
Resolving incident cases
Monitor capacity, performance and availability using popular network tools and act to correct anomalies when needed
Incident tracking to ensure continuity across shifts
Vendor management with PSTN Service provider, OEM for resolution of tickets
Coordination of communication bridges during major outages
Participate in Operational processes (Daily Ops, Change Control, Incident management, request for service, etc)
Adhering to defined SLAs
Handling tickets / requests
Troubleshooting technical issues
Ensuring that defined processes are adhered to
Report regularly concerning key counters and measures of the voice network through health checks
Genesys Release Management
Preferred
ITIL Foundation
Company
Raas Infotek
RAAS Infotek is a full spectrum global Information Technology services company, providing end-to-end business solutions.
Founded in 2010
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase