Job Title:
Genesys Cloud CX Architect
Job Description
We create game-changing solutions across the enterprise, that help brands grow across the world and into the future. We are trusted by clients across all major sectors, from up-and-coming success stories to iconic Fortune Global 500 brands in over 70 countries spanning 6 continents.
Our game-changers:
* Challenge Conventions
* Deliver outcomes unimagined
* Create experiences that go beyond WOW
If this is you, we would love to discuss career opportunities with you.
In our Concentrix Catalyst team, you will work with the engine that powers the experience design and engineering capabilities at Concentrix. A leading global solutions company that reimagines everything CX through strategy, talent, and technology. We combine human-centered design, powerful data, and strong tech to accelerate CX transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.
Concentrix provides eligible employees with an opportunity to enroll in many benefit programs, generally including private medical plans, great compensation package, retirement savings plans, paid learning days, and flexible workplaces. Specific benefits plans will vary by country/region.
We’re a remote-first company looking for the absolute best talent in the world. Experience the power of a game-changing career.
#LI-Onsite
Locations are:
Tier 2– Texas, Pennsylvania, Georgia, Florida, Michigan, Minnesota, Wisconsin, Nevada, North Carolina, Maine, Rhode Island, Connecticut, Idaho, Wyoming, South Carolina, Virgina,
Tier 3 – Utah, Ohio, Arizona, Nebraska, Missouri, Louisiana, New Mexico, Tennessee, Alabama, North Dakota, South Dakota, Kansas, Oklahoma, Mississippi, Arkansas, Iowa, Indiana, Kentucky, Vermont, West Virginia
YOUR IMPACT
- Provide technical product leadership within the Solution Architect and Development teams and throughout the Professional Services organization both in person and remotely,.
- Monitor Genesys product roadmap and communicate to pertinent stakeholders
- Identify new opportunities to leverage within Genesys platform, plus identify roadmap impacts to current processes/offerings
- Provide technical product expertise during sales opportunities.
- Develop and deliver technical Proofs of Concept
- Develop and deliver technical presentations
- Build and configure demo scenarios in Genesys Cloud Admin and Architect including ACD, IVR, outbound dialers, queuing, skilling, quality, ACD, Email, Web Messaging, and SMS and other digital channels
- Review RFP/SOW requirements while leading solution design and delivering/refining solution completion estimates for the Sales Org.
REQUIRED QUALIFICATIONS
- 7 years of technology related solutions delivery or integration consulting experience working with Fortune 500 companies.
- 4+ years of deep experience with Genesys Cloud CX, having completed multiple successful implementations/migrations of large enterprises to Genesys Cloud CX.
- Experience migrating to/from Genesys PureCloud a plus.
- Knowledge of contact center skills, including ACD, IVR, NLP, automated dialers, queuing, skilling, VoIP, DID, TFN, DNIS, call recording and screen recording, quality, ACD Email, Web Messaging and SMS
- Experience working with AWS, Google Cloud, AI and ML, and Generative AI
- Knowledge of other contact center platforms and VoIP protocols ( AWS Connect) a plus
- Experience interacting with customers, senior-level personnel (potentially up to C-suite) and organization members
- Proficiency in Microsoft Office products including MS PowerPoint, MS Excel, MS Word, MS Teams and MS Outlook.
Desired Certifications
- Genesys Certified Subject Matter Expert - Genesys Cloud CX
- Genesys Certified Subject Matter Expert - Genesys Cloud CX Architect
- Genesys Certified Subject Matter Expert - Genesys Cloud CX API
- Genesys Cloud CX: Developer Certification.
- A bachelor's degree in engineering, computer science or MIS, or equivalent experience.
Location:
USA, FL, Work-at-Home
Language Requirements:
Time Type:
Physical & Mental Requirements: While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature.
If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
Concentrix is an Equal Opportunity/Affirmative Action Employer including Disabled/Vets.
For more information regarding your EEO rights as an applicant, please visit the following websites:
•English
•Spanish
To request a reasonable accommodation please click here.
If you wish to review the Affirmative Action Plan, please click here.
