Contact Center Solutions Architect

Design, implement, and maintain the contact center platform including voice, chat, SMS, and WhatsApp in a Genesys Cloud and Salesforce environment.

Develop solutions along the development lifecycle, from requirements gathering to architectural design to implementation including a demonstrated understanding of microservices architecture challenges and solutions..

Understand advances and changes in technology landscape and work directly with technology partners to evaluate and implement improvements on existing solutions.

Identify opportunities to integrate non-biased, secure, and ethical LLM/GenAI technologies into the contact center.

Collaborate extensively with internal stakeholders (Crisis Intervention, Development, Prevention teams, etc.) to gather requirements, understand user needs, and ensure technology solutions effectively support our mission.

Assist with development and implementation of technology-related policies.

Provide tier 3 support to troubleshoot and resolve complex issues in a high availability environment.

Create detailed documentation for the purpose of support and maintenance of the contact center platform.

Use platform-independent programming languages such as Python, JavaScript, Go, or others, using what best suits the task at hand, you will be empowered to select the best language or technology.

Provide administrative support for Atlassian suite of products (Jira, Confluence, QMetry, etc)

Provide mentorship to, and performance feedback relating to, junior members of the Contact Center Technology team.

Assist team manager and product owner with managing the product backlog for contact center technologies, creating clear user stories, defining acceptance criteria, and ensuring alignment with strategic objectives.

Other relevant tasks, duties, or special projects as assigned.

Bachelor’s degree in Software Engineering, Computer Science, or related field OR equivalent work experience.

Advanced proficiency in Genesys Cloud and extensive experience with Salesforce, GCP, and AWS; including in-depth understanding of APIs, integration patterns, relational databases as well as NoSQL, and data management.

Proven experience in contact center architecture and solution design using industry best practices.

Experience in Large Language Models (LLM) and Generative Artificial Intelligence (GenAI) with a focus on evaluating and implementing secure and ethical applications of these technologies.

Record of building and maintaining custom integrations and applications using custom and vendor-provided APIs.

Functional knowledge of contact center historical and real-time reporting and monitoring tools.

Functional knowledge of design and integration of WEM/WFM applications.

Ability to build and troubleshoot workflows for inbound voice, webchat, SMS, and social media based on business requirements.

Proficiency in spoken and written English.