Peraton · 12 hours ago
CCaaS Architect
United States
Full-time
Remote
Senior Level, Lead/Staff
$104K/yr - $166K/yr
8+ years expPeraton is a next-generation national security company that drives missions of consequence. The CCaaS Architect will work with various teams on the CCaaS transition, requiring expertise in Genesys Cloud CX and PureConnect solutions.
Information TechnologyRobotics
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Ability to effectively lead and motivate a team, including matrixed resources
Detail Oriented
Provide a high-level of customer service, with an emphasis on customer advocacy
Takes ownership side by side with Lead Architects and PMs to deliver best in class user experiences
Ability to communicate effectively (US English Fluent)
Resolve incidents and requests in a timely manner using ServiceNow
Communicate with customers as required, keeping them informed of support progress and notifying them when their issue has been resolved
Work with system and application owners to remediate reoccurring issues
Identify and mitigate risks through incident analysis associated with Genesys Cloud service delivery, ensuring business continuity
Qualification
Required
Ability to effectively lead and motivate a team, including matrixed resources
Detail Oriented
Provide a high-level of customer service, with an emphasis on customer advocacy
Takes ownership side by side with Lead Architects and PMs to deliver best in class user experiences
Ability to communicate effectively (US English Fluent)
Resolve incidents and requests in a timely manner using ServiceNow
Communicate with customers as required, keeping them informed of support progress and notifying them when their issue has been resolved
Work with system and application owners to remediate reoccurring issues
Identify and mitigate risks through incident analysis associated with Genesys Cloud service delivery, ensuring business continuity
Bachelor's Degree and 8 years' relevant UC and Contact Center work experience. Master's with 6 years, PhD with 3 years and 12 years with HS Diploma
Prior Genesys Cloud CX and Genesys PureConnect Experience
Experience with ServiceNow, Jira and Confluence (or Rally) systems
Broad knowledge of networking (Routing, Switching, Wi-Fi, Internet), Active Directory, SSO
Strong knowledge on Cloud based environments (Amazon AWS, Microsoft Azure), Application Integrations and Connectors, Authentication
Strong knowledge on SIP, SBC's, Circuits, IPSEC, WebRTC
Experience with MS TEAMS
Experience producing Monthly Operational Reviews and Quarterly Business Reviews
Experience authoring Root Cause Analysis reports as a follow up to major P1 or P2 events/incidents
US Citizenship required with the ability to obtain a Public Trust clearance
Preferred
Genesys Cloud CX: Professional Certification
Genesys Cloud CX: Architect Certification
Benefits
Medical
Dental
Vision
Life
Health savings account
Short/long term disability
EAP
Parental leave
401(k)
Paid time off (PTO) for vacation
Company paid holidays
Company
Peraton
Peraton Fearlessly solving the toughest national security challenges.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Thomas Terjesen
Chief Information Officer
Recent News
Washington Technology
2026-01-22
2025-09-25
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