This contract may continue through August 2025. This position will serve as the Application Architect II for client state owned Genesys CX3 CCaaS Cloud solution. Responsibilities will include implementation of Genesys CX3 CCaaS platform architect flow familiar with best practices, design, and configuration experience. It is important that they have great people skills and a passionate about the Genesys CX3 CCaaS platforms capabilities. This position will work closely with client resources and vendor resources for support and management of the platform. This position will serve as a technical resource for configuration of and integration of client Enterprise Telecom Genesys CX3 CCaaS platform. Additionally, this role will be a subject matter expert for Telephony SBC, VoIP, and SIP services for integration with the CCaaS platform.

• The ideal candidate for this role will have good leadership skills, with appropriate technical expertise.

• Good understanding of networking topologies and their associated interconnectivity with the LAN/WAN infrastructure, Contact Centre infrastructure.

• Ability to maintain a strong vendor communication/relationship.

• Be part of a team that performs sustainable continuous improvement, identifying and removing organizational barriers affecting the team, processes and products owned.

• Maintain an agile mind-set by adopting the practices and processes identified as being required for our domain, leveraging agile delivery methods.

• Work with business stakeholders to understand requirements and develop solutions.

• Conduct discovery sessions to understand the current process. Preparing design documents basis discovery outcome sand finalize the delivery scope.

• Perform walkthrough of delivery scope to the development team and getting it implemented.

• Preparing project plan, action trackers and ensure timelines are met.

   Experience

6             Required             Experience within Telecommunication having worked on Contact Center Technologies.

6             Required             Dialer optimization: deep knowledge of Inbound and Outbound (preview, power, progressive) call routing.

6             Required             Routing logic experience, configuration of Queues and Skills and associated routing (Standard, Bullseye or Preferred Routing).

6             Required             Real time troubleshooting IVR call flow, telephony, call quality, functionality and usability verification.

6             Required             Day-to-day management and support including call routing, agent creation, IVR, phone queues and reporting.

4             Required             Experience with Genesys Architecture and Integration of various / multiple channels into Genesys.

4             Required             Provide subject matter expertise in Genesys PureCoud Contact Center and AppFoundry integrations.

4             Required             Drive the decision-making processes for Call Center Design, Implementation and Support.

4             Required             Architect Call flows, IVRs, skills, permissions, roles, data points, user, etc.

4             Required             Design, implementation, and support of Genesys Cloud solutions, including the migration of Genesys on-premises to cloud.

4             Required             Genesys on prem to cloud migration experience required.

4             Required             Integrate Genesys Cloud with other systems and applications.

4             Required             Maintain and support Genesys Cloud solutions.

2             Preferred            Work with business stakeholders to understand requirements and develop solutions.

2             Preferred            Stay up to date on Genesys Cloud technologies and best practices.

2             Preferred            Implement network security.

2             Preferred            Conducting discovery sessions to understand the current process. Preparing design documents basis discovery outcome sand finalize the delivery scope.

2             Preferred            Walkthrough of delivery scope to the development team and getting it implemented.

2             Preferred            Conducting train, the trainers program.

2             Preferred            Managing and helping the development team.

2             Preferred            Preparing project plan, action trackers and ensure timelines are met.

2             Preferred            Implement SBC solution.

2             Preferred            Install, Configure, test SBC across regions.

Indotronix is an Equal Opportunity Employer