Danta Technologies · 2 days ago
Genesys Cloud Architecture
United States
Full-time
Remote
Mid Level
$44/hr - $45/hrDanta Technologies is a company focused on providing solutions in cloud computing and contact center operations. They are seeking a Genesys Cloud Architect to oversee the migration of contact centers to Genesys Cloud CX, manage customer service operations, and provide support during critical incidents.
ConsultingIT InfrastructureMobile AppsStaffing AgencyWeb Development
No H1B
U.S. Citizen Only
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 forservice, 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
U.S. Citizens and U.S. Lawful Permanent Residents (Green Card holders)
Excellent communication and conversation skills (Verbal and Written)
Good documentation skills
Good working knowledge of MS OFFICE (Including MS Project and Visio)
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, Client, 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 (Preferred)
Benefits
Healthcare insurance (Dental, Medical, Vision)
Major holidays
Paid sick leave as per state law
Company
Danta Technologies
Danta Technologies is a consulting and IT services firm that offers solutions for all levels of IT.
Founded in 2013
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase