Description
Position Description:
We are currently seeking a highly skilled Genesys cloud Solution Architect with experience in design and implementation of Genesys cloud contact center solutions. We are seeking the best problem-solvers, idea-makers, and high-energy professionals for our fast-growing practice area. We need people with good instincts and a positive outlook that can overcome any obstacle.
Your future duties and responsibilities:
Pre-Sales & Implementation:
• Assist with needs assessment and solution design for Genesys Cloud
• Conduct product demonstrations and training for customers
• Develop and implement Genesys Cloud configurations based on the specific requirements of the customers. This includes setting up contact flows, queues, and other system parameters.
• Integrate Genesys Cloud with third-party applications to ensure seamless communication and data flow. This may involve working with APIs and other integration tools.
• Create and maintain documentation related to Genesys Cloud configurations, processes, and procedures. This is crucial for knowledge transfer and compliance.
• Provide training and support to end-users and administrators on how to use Genesys Cloud effectively. This includes creating documentation and conducting training sessions.
Support & Optimization:
• Provide technical support to customers using Genesys Cloud
• Troubleshoot and resolve Genesys Cloud issues related to Genesys Cloud functionality. This involves troubleshooting technical problems and collaborating with technical support teams when necessary.
• Monitor and analyze Genesys Cloud performance data and generating reports to assess the efficiency and effectiveness of Genesys Cloud solutions. Analyzing data to make recommendations for improvements.
• Recommend and implement optimization strategies and proactively identify opportunities for improvement in Genesys Cloud solutions and recommending enhancements to optimize performance and user experience.
Required qualifications to be successful in this role:
– Minimum 5-10 years of experience working with various Contact Centers / Telephony platforms.
– Experience of IVR development
– Ideally 3 years of experience working with Genesys Cloud/ Genesys PureCloud.
– Deep knowledge of Genesys Cloud
o Global configuration (Data Tables)
o Knowledge of different deployment types (BYOC, BYOD, Edge, Hybrid etc…)
o Contact center configuration
o Telephony configuration
o IVR development in Architect
o Data actions
o Screen Popups (Scripts)
o Webchat widgets deployment
o Email routing
– Experience of integrating Genesys Cloud with other systems (CRM, Ticketing system, Web-services etc…)
– Good communication skills
– Good written skills (ability to create solution diagrams, requirements documents, knowledgebase articles)
– Good analytical skills
– Experience using Agile methodologies
Preferred Qualification:
– Genesys Cloud Certified Professional
Assets:
– Knowledge of one of the AI Chatbot platforms (Google Dialogflow, Amazon Lex, Nuance etc…)
– Knowledge of one of the scripting or programming languages (Powershell, Bash, Python, SQL…)
– Knowledge of Amazon Web Services (AWS) related to Genesys Cloud
– Knowledge of at least one of the major vendors in contact center world (Avaya, Cisco, Genesys PureConnect, Amazon Connect, 8×8, Five9, Nice…)
Bilingualism (French and English) is required for this position due to the nature of the role requiring interaction with national and global clients.
Skills:
- English
What you can expect from us:
Together, as owners, let’s turn meaningful insights into action.
Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…
You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.
Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
At CGI, we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.
Come join our team—one of the largest IT and business consulting services firms in the world.
