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:
Core Responsibilities:
· Architect and deploy cloud-based contact center solutions leveraging the Genesys Cloud platform.
· Configure, optimize, and maintain Genesys Cloud infrastructure, encompassing virtual machines, network topology, and storage management.
· Integrate Genesys Cloud seamlessly with enterprise systems, including CRM, ERP, and additional business-critical applications, via APIs and integration frameworks.
· Develop, enhance, and automate infrastructure provisioning and configuration management through scripting and automation tools.
· Proactively monitor Genesys Cloud environment performance, conducting troubleshooting to ensure system reliability, scalability, and availability.
· Continuously evaluate and adopt emerging Genesys Cloud features and industry best practices to enhance solution effectiveness.
Pre-Sales & Implementation:
· Collaborate with stakeholders to perform detailed needs assessments and design tailored Genesys Cloud solutions.
· Execute comprehensive product demonstrations, training sessions, and knowledge transfer activities for clients.
· Customize Genesys Cloud configurations to align precisely with customer requirements, including the setup of contact flows, queue management, and system parameters.
· Manage integrations with third-party applications, utilizing APIs and integration tools to ensure robust data interoperability and streamlined workflows.
· Develop and maintain thorough documentation of configurations, processes, and standard operating procedures to facilitate knowledge transfer, maintain compliance, and enhance operational continuity.
· Deliver targeted training and ongoing support for end-users and system administrators, ensuring maximum utilization and effectiveness of Genesys Cloud solutions.
Support & Optimization:
· Provide responsive technical support to resolve issues impacting Genesys Cloud functionality, escalating and collaborating with advanced technical resources as required.
· Monitor, analyze, and report on Genesys Cloud performance metrics, deriving actionable insights to enhance operational efficiency and user experience.
· Recommend, implement, and manage continuous improvement initiatives, proactively identifying areas for optimization within Genesys Cloud deployments to drive superior performance outcomes.
Required qualifications to be successful in this role:
Requirement:
– 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
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…)
– French is a big asset
Preferred Qualification:
– Genesys Cloud Certified Professional
Bilingualism (French and English) is required for this position due to the nature of the role requiring interaction with national and global clients.
Skills:
- DevOps
- Solutions Architecture
- Telephony
- English
- French
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.
