What are the responsibilities and job description for the Cloud Architect position at Radiate E Services Pvt Ltd?
We are looking for an experienced Genesys CX Cloud Architect to lead the design, configuration, and implementation of scalable and secure contact center solutions using Genesys Cloud CX. The ideal candidate will possess strong expertise in Genesys Cloud architecture, APIs, IVR systems, call routing, workforce engagement, and analytics. You will work closely with business teams, developers, and IT professionals to deliver seamless, AI-powered solutions that meet the evolving needs of the business.
Key Responsibilities:
- Genesys Cloud Architecture & Configuration:
- Design and implement Genesys Cloud CX solutions tailored to business needs.
- Configure Genesys Cloud CX components, including IVR, ACD, workforce engagement, and analytics.
- AI and Automation Solutions:
- Design and implement AI-powered Intelligent Virtual Agent (IVA) solutions to enhance customer interactions.
- Utilize scripting languages (JavaScript, Python, PowerShell) to automate processes and improve system efficiency.
- APIs and Integration:
- Develop and integrate APIs and Web Services (RESTful, JSON, OAuth) for seamless integration between Genesys Cloud and third-party applications (CRM, WFM, AI/ML, etc.).
- Ensure integration with other cloud platforms like AWS or Azure as required.
- Cloud Deployment & DevOps:
- Manage the configuration of Genesys Cloud CI/CD pipelines and collaborate on DevOps practices to automate deployments and improve the development lifecycle.
- Solution Design & Best Practices:
- Develop architecture blueprints, workflows, and best practices to guide the implementation and ensure high availability, scalability, and security.
- Collaborate with stakeholders to translate business requirements into technical solutions.
- Troubleshooting & Support:
- Troubleshoot technical issues related to Genesys Cloud components, ensuring minimal downtime and rapid resolution.
- Provide ongoing support for deployed solutions and proactively resolve issues to maintain system performance.
- Cross-Functional Collaboration:
- Work closely with business teams to understand contact center needs and translate them into technical solutions.
- Collaborate with developers, engineers, and IT teams to ensure seamless deployment and integration of solutions.
- Mentorship & Guidance:
- Provide technical guidance and mentorship to junior team members to help them develop their skills and grow within the team.
Experience Required:
- 3 years of current experience supporting Genesys Contact Center as a Business Analyst or Product Owner.
- 3 years of experience working on an Agile or Scrum team as a Product Owner.
- 3 years of experience creating documentation for communication with varied audiences (technical and non-technical).
- 2 years of experience working on the rollout of new technologies in a contact center environment.
- Understanding of the insurance business is preferred, but not required.
Technical Skills & Qualifications:
- Genesys Cloud CX expertise in architecture, configuration, and implementation.
- Strong experience with IVR, ACD, SIP trunking, call routing, workforce engagement management (WEM), and analytics.
- Proficiency in APIs and Web Services (RESTful, JSON, OAuth).
- Knowledge of scripting languages (JavaScript, Python, PowerShell) for automation.
- Experience with Genesys Cloud CI/CD pipelines and DevOps practices.
- Experience with AWS, Azure, or other cloud platforms is a plus.
- Ability to design and implement AI-powered IVA solutions.
- Strong troubleshooting and problem-solving skills for technical issues related to cloud infrastructure and contact center technologies.
- Excellent communication skills, with the ability to articulate technical concepts to non-technical stakeholders.
- Experience working in a contact center environment, particularly with cloud-based solutions.
Job Type: Full-time
Pay: $100,000.00 - $120,000.00 per year
Application Question(s):
- Are you a permanent citizen or hold Green Card or GC EAD? If Not Please help with your Visa status for the location Applied For.
- Are you comfortable with the location of the position?
- Are you open to full-time opportunities?
- What is your Current Location?
- What is your Current CTC?
- What is your Expected CTC?
- Have you applied to TCS through any job portal or consultant in the last six months?
- Your LinkedIn Profile Link
- Your Email ID
Work Location: In person
Salary : $100,000 - $120,000
