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ICBC (Insurance Corporation of British Columbia) · 1 day ago

Contact Center Solutions Architect

N.V. Head Office - Room 604

Full-time

Hybrid

Senior Level

5+ years exp

ICBC is the Insurance Corporation of British Columbia, focused on making the car insurance system work effectively for all British Columbians. They are seeking a Contact Center Solutions Architect to design, build, and deliver innovative contact center solutions powered by Genesys Cloud, ensuring alignment with customer goals and strategic vision.

InsuranceLogistics

No H1B

Responsibilities

Serve as the lead technical architect for complex Genesys Cloud projects, ensuring high-quality solution delivery for enterprise or strategic customers

Provide guidance to configure, integrate, and deploy Genesys Cloud solutions in alignment to best practices

Collaborate with Business leaders and SME to define project scope, deliverables, and timelines as it relates to the delivery of Genesys capabilities and features

Collaborate with IT architects internally, vendors and external partners and system integrators (Sis) to provide solutions architectures and designs four our Contact Centers

Provide technical mentorship and training for internal teams and customers

Identify and resolve engagement-related challenges proactively, escalating issues when appropriate

Guide the IT Contact Center team to bets practices where required in having oversight to the overall technical solutions architecture and design

Deliver presentations and provide consultations with internal business leads and IT leadership as the subject matter expert in the Contact Center Solutions Domain

Qualification

Genesys CloudCISCO TelephonyAmazon Web ServicesIT Security best practicesAPIsJavaScriptWiresharkMicrosoft VisioMicrosoft Office SuiteProblem-solvingOrganizational skillsCommunication skills

Required

Bachelor's degree in computer science, Telecommunications, Computer Engineering, or related field (or equivalent technical experience)

5-7 years of relevant professional experience, including at least 3 years with Genesys Cloud solutions with expertise in Genesys Cloud CX3 capabilities and App Foundry development practices

Understanding and practical knowledge in CISCO Telephony and networking solutions

Strong proficiency with Amazon Web Services (AWS) and firsthand experience with application development using APIs, JSON, and JavaScript

Sound understanding of IT Security best practices relating to Genesys Cloud Security and Contact Center Solutions Security as a whole

Demonstrated ability to lead large-scale, fast-paced technical projects

Proven skills in communicating complex technical concepts clearly and effectively. And ability to develop and present from IT technical leads to senior management leads

Familiarity with diagnostic and documentation tools such as Wireshark, Microsoft Visio, and Microsoft Office Suite

Strong written and verbal communication, including escalation management

Customer-centric mindset with strong problem-solving and organizational skills

Ability to manage time effectively and work independently or in collaborative team environments