Solution Architect
6 week contract
Inside IR35
Remote

We are currently looking for [2] Solution Architects - Genysys and Contact Center.

As a Genesys Subject Matter Expert (SME), you will be responsible for providing in-depth expertise, guidance, and support for the design, implementation, and optimization of Genesys contact center solutions. As a Contact Center Solution Architect, you will be responsible for designing and implementing end-to-end contact center solutions that meet the business requirements and objectives of our organization.

Responsibilities:
Solution Design and Architecture:
Lead the design and architecture of Genesys contact center solutions, ensuring alignment with business requirements, industry best practices, and scalability.
Define system architecture, component configurations, integration points, and technical specifications based on business needs and objectives.
Implementation and Configuration:
Configure and customize Genesys software components, modules, and features to meet specific business requirements and use cases.
Collaborate with internal IT teams, vendors, and partners to implement Genesys solutions, ensuring seamless integration with existing systems and applications.
Technical Consultation and Support:
Provide expert guidance, advice, and troubleshooting support to internal teams, customers, and partners on Genesys-related technical issues, challenges, and solutions.
Serve as a trusted advisor on Genesys technologies, capabilities, and best practices, helping stakeholders maximize the value of their Genesys investments.
Performance Optimization and Tuning:
Identify opportunities to optimize performance, efficiency, and scalability of Genesys contact center environments through system tuning, configuration adjustments, and capacity planning.
Conduct performance assessments, diagnostic analyses, and tuning activities to ensure optimal performance under varying workloads and conditions.
Training and Knowledge Transfer:
Develop and deliver training sessions, workshops, and educational materials to internal teams and stakeholders on Genesys products, features, and implementation methodologies.
Facilitate knowledge sharing and collaboration within the organization to build internal expertise and capabilities in Genesys technologies.
Vendor Management and Relationship Building:
Build and maintain relationships with Genesys representatives, partners, and ecosystem vendors to stay informed about product updates, roadmap developments, and industry trends.
Collaborate with Genesys ecosystem partners to leverage complementary technologies and solutions that enhance the capabilities and value proposition of Genesys contact center offerings.

Skills and qualifications:
Bachelor's or master's degree in computer science, Information Technology, or related field.
10+ years of experience in contact center technology implementation, with a focus on Genesys solutions.
Deep expertise in Genesys PureConnect, PureCloud, or PureEngage platforms, including configuration, administration, and integration capabilities.
Strong understanding of contact center concepts, architectures, protocols, and standards (eg, SIP, VoIP, CTI, ACD, IVR).
Excellent troubleshooting, analytical, and problem-solving skills, with the ability to diagnose and resolve complex technical issues.
Effective communication, collaboration, and stakeholder management skills.
Genesys certifications such as Genesys Certified Professional (GCP), Genesys Certified Associate (GCA), or equivalent are highly desirable.

Skills and qualifications:
Bachelor's or master's degree in computer science, Information Technology, or related field.
10+ years of experience in solution architecture, design, and implementation, with a focus on contact center technologies.
In-depth knowledge of contact center concepts, architectures, protocols, and standards (eg, SIP, VoIP, CTI, ACD, IVR, CRM).
Hands-on experience with contact center platforms such as Genesys, Avaya, Cisco, Twilio, or Amazon Connect.
Strong understanding of cloud computing platforms (eg, AWS, Azure, Google Cloud) and cloud-based contact center solutions.
Proficiency in system integration techniques, APIs, web services, and Middleware technologies.
Excellent communication, collaboration, and stakeholder management skills.
Ability to lead and influence cross-functional teams in a dynamic, fast-paced environment.

Preferred Qualifications:
Certification in relevant areas such as AWS Certified Solutions Architect, Microsoft Certified: Azure Solutions Architect Expert, or equivalent.
Experience with Agile or DevOps methodologies for software development and deployment.
Knowledge of emerging contact center trends and technologies such as AI, chatbots, speech analytics, and omnichannel engagement.
Experience in industries such as telecommunications, finance, healthcare, or retail with complex contact center requirements.
Posted Date: 29 Apr 2024 Reference: JSBH-9791 Employment Business: Brookwood Contact: Kalvir Uppal