Job Description
About Client:
The Client is a leading global IT services and consulting company, providing a wide range of services to clients in various industries, including banking, financial services, retail, manufacturing, healthcare, and more. It is one of the largest employers in the IT industry and has a vast and diverse workforce. The company places a strong emphasis on employee training and development. Client is known for its commitment to innovation and invests in research and development to stay at the forefront of technological advancements.
It offers a comprehensive set of services, including:
IT Services: Application development, maintenance, and testing.
Consulting: Business consulting, IT strategy, and digital transformation.
Business Process Outsourcing (BPO): Outsourcing of business processes to improve efficiency.
Enterprise Solutions: Implementation and support of enterprise-level software solutions. Digital Services: Services related to digital technologies, such as analytics, cloud, and IoT.
Rate Range: $120K-$130K/Annum Job Description: - A Genesys Cloud Contact Center Architect is responsible for the overall improvement, automation, support, and innovation of our Genesys Cloud platform.
- The Individual will work with our Implementation team and Business Analyst to maintain a high degree of interaction, satisfaction, and recommend and implement technical solutions that meet established business objectives as well as recommend innovative solutions to solve complex business problems.
Responsibilities:
- Participate in requirements gathering meetings.
- Analyze Functional and Non-Functional requirements of the Application.
- Design and propose technical solutions to meet business needs.
- Investigate, troubleshoot, and resolve user issues with Genesys Cloud working closely with IT/Development as needed.
- Technically support the development team in implementing the solution to ensure adherence to defined business rules and technical standards.
- Create and maintain required diagrams, documentation, and processes to ensure continuous operation of the Genesys Cloud ecosystem.
- Collaborate with other admins, developers, and business analyst’s environment assessing and evaluating new project requests and defining user stories.
- Plan and implement effective change and release management policies and practices.
- Stay up to date on the latest SaaS/Genesys Cloud platform technologies and features available for us within our Genesys Cloud ecosystem.
- Collaborate with Product Management to prioritize business cases for new functionality/features needed for Product Support as well as to understand new beta features available for Product Support to test.
- Provide alignment between the Automation and Test Design areas Unitary, Integrated Testing and QA.
- Support in the testing phases - Unitary, Integrated and Regressive Test and Hypercare.
- Provide approval support to users and integrated systems.
Experience:
- Experience with Genesys Cloud is highly recommended, with overall 10+ years of experience.
- Working experience building, deploying, voice call flows.
- Experience in working on integration with CRM tools e.g. Salesforce.
- Hands on experience troubleshooting enterprise SaaS UC/IVR systems.
- Expertise in utilizing APIs.
- Experience working within an agile/DevOps environment.
- Experience with cloud-based technologies.
- Ability to thrive in fast paced environment with attention to detail.
- Excellent oral and written communication skills.
- < /span> Ability to multi-task, prioritize and be detail oriented.
- Ability to work independently, take initiative, be proactive and resourceful.
- Creative and critical thinking skills.
- Proven experience in working on projects aimed at the financial market, namely: banks, brokers, acquirers and fintech’s.
- Experience in business consultancy involving Contact Center Genesys Cloud solutions.
- Experience in implementing Genesys Contact Center projects public cloud containing voice, media (Chat, E-mail, SMS, WhatsApp, Video and Social Networks) and Embedded Framework.
About ApTask: ApTask is a leading global provider of workforce solutions and talent acquisition services, dedicated to shaping the future of work. As an African American-owned and Veteran-certified company, ApTask offers a comprehensive suite of services, including staffing and recruitment solutions, managed services, IT consulting, and project management. With a focus on excellence, collaboration, and innovation, ApTask provides unparalleled opportunities for professional growth and development. As a member of the ApTask team, you will have the chance to connect businesses with top-tier professionals, optimize workforce performance, and drive success across diverse industries. Join us at ApTask and be part of our mission to empower organizations to thrive while fostering a diverse and inclusive work environment.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Candidate Data Collection Disclaimer: At ApTask, we prioritize safeguarding your privacy. As part of our recruitment process, certain Personally Identifiable Information (PII) may be requested by our clients for verification and application purposes. Rest assured, we strictly adhere to confidentiality standards and comply with all relevant data protection laws. Please note that we only collect the necessary information as specified by each client and do not request sensitive details during the initial stages of recruitment.
If you have any concerns or queries about your personal information, please feel free to contact our compliance team at businessexcellence@aptask.com .
Job Tags
Full time, Work experience placement,