This contract may continue through August 2025. This position will serve as the Cloud Solutions Architect III for client state owned Genesys CX3 CCaaS Cloud solution. Responsibility will include installation, implementation, and configuration of the Genesys CX3 platform. You 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 Cloud solutions and supporting components for Genesys.

• Candidate will demonstrate professionalism and leadership in representing client Enterprise Telecom to customers and vendors.

• Utilizes high level expertise to address more difficult situations, both from a technical and customer service perspective.

• Provides support and guidance to more junior team members, particularly for challenging and sensitive assignments.

• Provides support and guidance to team members, particularly for challenging and sensitive assignments.

• Assesses customer needs and makes configuration recommendations.

• Setup and configuration from a selection of Genesys products, as well as other select vendors, for our client base.

• Opens and/or manages vendor support tickets.

• Interacts closely with Project Management to deliver projects that are done on time and on budget.

• Handles Project Management duties for select projects, including: Meeting with customers to review project scope and validate design; Determining tasks to be completed and completing data collection; Maintaining issues and change log; Coordinating with management on out of scope requests and change orders; Following up to ensure timelines and project requirements have been met.

• Updates Genesys Cloud configuration to reflect changes in system configuration.

• Conducts system set-up as required.

• Performs complete and thorough documentation via our internal ticketing process to ensure each issue has accurate tracking from problem reporting to resolution.

• Provides technical pre-sales engineering assistance as neededII.  CANDIDATE SKILLS AND QUALIFICATIONS

Minimum Requirements:

Candidates that do not meet or exceed the minimum stated requirements (skills/experience) will be displayed to customers but may not be chosen for this opportunity.

Years    Required/Preferred       Experience

8             Required             Telephony/VoIP experience with a focus on Contact Center applications

8             Required             Experience with a focus on cloud based contact center applications CCaaS

8             Required             Experience with Genesys CX Cloud installation, implementation and configuration

8             Required             Advanced hands-on experience in migration strategy planning and execution from a legacy on premise/ hosted contact center platform to a CCaaS Genesys platform.

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

8             Required             Strong understanding of communication infrastructure, device compatibility and integration with CCaaS platforms.

8             Required             Hands on experience and knowledge with cloud providers (Genesys, Google Cloud, AWS).

8             Required             Strong proficiency with configuring and optimizing cloud platforms for telecom applications, ensuring performance, reliability, and security

8             Required             Ability to comprehend, analyze, and research problems of a complex nature, make reasonable decisions, and recommend solutions.

8             Required             Ability to provide technical expertise and guidance to internal teams and external customers on cloud-based solutions.

8             Required             Ensure compliance with regulatory requirements and industry standards for financial institutions implementing services in the cloud.

8             Required             Ability to quickly adapt to changes in process, requirements, goals, and organizational change.

8             Required             Requires excellent communication skills, analytical ability, strong judgment and management skills, and the ability to work effectively with client and IT management and staff.

8             Required             Improves systems by studying current practices, designing modifications. Recommends controls by identifying problems; writing improved procedures.

8             Required             Prepares technical reports by collecting, analyzing, and summarizing information and trend.

8             Required             Provides engineering support for large-scale 24x7 operational environment, including off-hours

8             Required             Advanced verbal and written communication skills.

8             Required             Effective organizational, planning and time management skills.

4             Preferred            Work with developers on reporting, API integration, 3rd party app integration. Expertise on full set of Genesys API (ex. Analytics. BI, user management, etc.)

4             Preferred            Strong proficiency with monitoring and troubleshooting telecom services and infrastructure in the cloud, addressing performance issues and outages promptly

4             Preferred            Advanced database and presentation software skills.

4             Preferred            Advanced research, analytical, and problem solving skills.

4             Preferred            Genesys cloud certified

Indotronix is an Equal Opportunity Employer