At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.
Position Purpose
TTEC Digital is looking for enthusiastic Genesys Cloud consultants for Genesys Contact Center products and custom developed Cloud solutions. This position is responsible for the oversight, configuration, installation, and design of Genesys Cloud solutions. The implementation may be a new deployment, adding features, or creating new integrations and flows. The Genesys Cloud Principal Architect acts as a mentor on the project team and may serve as an escalation point for other delivery personnel on the project team and/or Support either remotely or onsite. Mentorship to teammates throughout the delivery organization is also a function of this role.
Key Accountabilities
· Demonstrate professionalism and leadership in representing the Company to customers and vendors.
· Develop best practices around discovery and implementation of Genesys Cloud features and follow up with maintaining documentation for consumption by other TTEC team members working on Genesys Cloud implementation projects.
· Collaborate with sales team on scoping and quoting professional services.
· Create tools and methods to support the team and streamline implementation.
· Provide guidance and mentorship to teammates in their pursuit of evolving their Genesys Cloud skills and expertise.
· Act as Technical Lead on Genesys Cloud implementation projects, providing guidance, oversight, and mentorship to other project team members in support of their implementing TTEC Best Practices throughout the Genesys Cloud Implementation Project.
· Act as resource for peers when they require assistance on projects they are leading.
· Assess customer needs and make design recommendations to the client or to Business Analysts documenting the design and requirements.
· Detailed understanding of integrations.
· Identify system and/or software problems and propose solutions.
· Maintain productive and satisfactory relationships with clients.
· Understand the scope of the project, integrations, customer requirements etc.
· Configuration, installation, and testing of solutions.
· Provide technical specifications as requested.
· Follow-up on and resolve outstanding issues in a timely manner.
· Conduct system set-up as required.
· Participate in miscellaneous projects as assigned.
· Understanding of voice and data networks.
· Interpret customer requests correctly.
· Complete and thorough documentation via our internal ticketing process to ensure each issue has accurate tracking from problem reporting to resolution.
· Understand systems to be able to identify problems and provide a remedy.
· After-hours work will be required.
· Travel Required.
· Other responsibilities may be assigned.
Competencies
Personal: Strong interpersonal skills, high energy and enthusiasm, integrity and honesty, flexibility, results oriented, resourceful, problem-solving ability, deal effectively with difficult situations, ability to prioritize.
Leadership: Ability to gain credibility, motivate and provide leadership; work with a diverse customer base; maintain a positive attitude.
Operations: Ability to manage multiple projects and products. Perform task at hand in a customer friendly manner while utilizing time and resources efficiently and effectively.
Technical: Ability to understand and communicate technical concepts; proficient with Microsoft Visio and Office products.
Required Knowledge, Skills & Abilities
Strong understanding of contact center business operations and processes
Valid Genesys Cloud Certified Professional Certification.
Extensive knowledge and experience with Genesys Cloud.
VoIP.
Networking.
Telecom.
Wireshark (Packet Capture understanding).
Create/Develop reusable Data Actions Libraries.
Create/Develop reusable Architect libraries.
Strong Understanding of Advanced Dialer Concepts.
REST understanding and familiarity.
Understanding of Active Directory and related services- DNS DHCP, Azure, AWS, SCIM, SSO.
Database concepts and systems.
Excellent English verbal & written communication.
Ability to interpret customer requests correctly.
Outstanding customer service skills.
Positive, team-focused attitude.
Independent and self-motivated work ethic.
Consistency and reliability.
Attention to detail and thoroughness.
Effective time management skills.
Excellent organizational and planning skills.
Ability to adapt quickly to changing technology.
Solid knowledge of the Microsoft Suite of products applicable to practice area.
· Conceptual Understanding of AWS architecture.
· Conceptual Understanding of AZURE architecture.
· Strong understanding interdependencies of 3rd party technologies.
Desired Knowledge, Skills & Abilities
Strong Understanding of AWS Lex Bot.
Strong Understanding of Google Dialog Flow.
Bot Consumption and creation through architect.
Reusable Bot Creation.
Ability to build REST APIs
Education and Experience (minimum qualifications)
· 10+ year experience in the Information Technologies Field.
· 8+ years proven track record in telephony, networking or IT industry.
Minimum 2+ years Genesys Cloud installation and configuration
Minimum 4+ years of IVR, Bot, Speech Recognition telephony development and integration
· 4+ year experience deploying, testing, and supporting telephony projects in a customer-facing environment.
TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the
exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.
TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.
Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.
