Genesys Solution Architect

Job description:

· Partner with product managers and product owners to understand business needs and develop architecture solutions and blueprints for the customer experience center platform solutions 

· Lead and govern technical solutions meeting functional/non-functional requirements and drive technology solution implementations 

· Establish cloud platform governing and operating model 

· Provide best practice recommendations and optimization opportunities within the contact center experience platform 

· Collaborate with internal and external stakeholders for the solution, designing and implementing customer experiences using Genesys PureCloud platform 

· Experience as a Cloud Architect involving large scale cloud contact center experience using Genesys PureCloud platform 

· Experience in implementing capabilities including (but not limited to): Omni-channel – “Queuing, routing, and experience”, Softphone, Voice Authentication, Desktop Process Automation and Analytics, Speech Analytics, Call Recording, Workforce Management, AI/ML, Chatbots, etc. 

· Experience implementing Genesys Workforce Optimization (WFO) and Workforce Engagement Management (WEM) 

· Experience architecting and designing complex Queuing/Routing, Call Flow, Conversational flows using Genesys PureCloud Architect