About the Role:

We're in search of an Architect/Technical Lead with a passion for working with leading edge cloud technologies serving top enterprise and mid-market customers. If you're looking for a cohesive team of highly skilled consultants taking customer experience to the next level, join our PS team. Your main responsibilities include architecting and designing as well as leading the technical implementations of the Genesys Cloud customer experience solutions. We look for influencers who can spot opportunities with a self starter mentality to stay engaged and ahead of project strategy. Lastly, having the agility to prioritize while backing up your work with facts, data and metrics are necessary for cultivating sound work.

We're looking for demonstrated expertise and passion in the following key areas:

• Examples of work in all stages of the project lifecycle: Business Requirements and Analysis, Technical Design, Leadership during Implementation and Integration of the solution, successful customer acceptance and production rollout.
• Proven experience leading successful teams with timely output and the ability to relate well with Customers and Partners. You'll work hand in hand with Project and Program Manager(s) to manage technical scope of the project, identify (project) risks and define mitigation plans.
• Ability to lead and motivate a team of technical consultants within the framework of the project to ensure successful completion and production go-line.
• Ability to assess complex project situations and make appropriate recommendations to both the Customer and to the Genesys delivery team.
• Demonstrated knowledge in the Contact Center domain and have a good experience implementing Cloud-based solutions, preferably with the Genesys Cloud platform.
• Business acumen to interpret customer needs, challenges, and expected outcomes to guide them through successful implementation of Genesys solutions.
• Lead discovery discussions with customers during both presales and project delivery. Help scope and provide effort estimates for projects.
• Management of customer escalations, with ability to assist the Product Support group in performing service call/maintenance activities as needed.
• Experience in initiating and suggesting process improvements to increase efficiencies for delivery of Genesys Cloud solutions.
• Ability to multitask to support multiple projects of varying size and technical complexity; Ability to focus on the details without losing sight of the bigger picture.
• Growth mindset to stay abreast of technology through internal training, lab development, and industry standard training/certifications and helps to contribute to the training curriculum for internal teams.

Qualifications/Skills:

• Significant amount of related industry experience preferably in the Contact Center domain with Professional Services background in delivering complex solutions
• Examples of work developing SaaS applications in AWS, Azure, or other public cloud environments
• Good working knowledge of the Genesys Cloud platform
• Extensive analytical skills and the ability to troubleshoot complex implementation and system integration issues as they come up services delivery
• Excellent organization and communication skills, shown through direct client interaction & cross-departmental teamwork
• Passion for new technologies and optimizing implementation and delivery processes
• The ability to connect and work remotely full time

Good practical experience in the following technology areas is a plus:

• Customer experience and Digital transformational technologies including:
  • Artificial Intelligence
  • Implementing Bots and various AI solutions
  • Social Media Integrations, Chatbots, SMS Messaging
  • SIP, WebRTC, and Voice based Architecture, and troubleshooting
• Experience with software integration into large and complex environments.
• Networks and network security concepts (Encryption)
• Web technology and application servers (HTML, Tomcat, Jetty and others)
• Genesys Cloud Embeddable Framework, API's, Data Actions, Call Flows
• Genesys Cloud Integrations

See more Genesys benefits information at https://mygenesysbenefits.com/ #LI-CW1