Genesys Engineer/Architect - Remote

Genesys Engineer/Architect - Remote

Posted 1 day ago by Cerebra Consulting Inc

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Negotiable
Undetermined
Remote
Remote or Oak Brook, Illinois
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Summary: The Genesys Engineer/Architect role at Cerebra Consulting Inc focuses on enhancing contact center operations by rebuilding and expanding the Genesys environment. The position involves integrating advanced capabilities such as Workforce Management and AI, troubleshooting issues, and onboarding new service lines. The ideal candidate will engage with stakeholders to define technology-driven solutions and provide technical guidance. This is a 12-month contract position with a remote working arrangement.

Key Responsibilities:

  • Engage with stakeholders to understand business challenges and define technology-driven solutions.
  • Architect and design AI-powered contact center solutions, integrating technologies such as Conversational AI and Agent Assist.
  • Troubleshoot and resolve issues within the Genesys platform, managing approximately 300 tickets per month.
  • Support the onboarding of new service lines and clinics onto the Genesys platform.
  • Assist with the development of proof-of-concept demos and solution blueprints.
  • Provide hands-on technical guidance and support for end-users related to AI model integration and automation workflows.
  • Collaborate with internal teams to develop best practices, technical documentation, and training resources.
  • Act as a trusted advisor, helping to navigate and troubleshoot a variety of technology-related issues.

Key Skills:

  • 3-5 years experience of moving from on-prem to Genesys Cloud CX or experience implementing Genesys Cloud CX.
  • Ability to troubleshoot new requests for bringing in new service lines.
  • Some architecture experience.
  • Deep familiarity with the Genesys platform, including migration from on-premise to cloud environments (Genesys Cloud CX).
  • Experience with contact center operations and familiarity with telecom providers.
  • Experience in the healthcare industry (preferred).
  • Experience with training end-users or developing training materials (preferred).

Salary (Rate): undetermined

City: undetermined

Country: undetermined

Working Arrangements: remote

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT

Detailed Description From Employer:
Cerebra Consulting Inc is a System Integrator and IT Services Solution provider with a focus on Big Data, Business Analytics, Cloud Solutions, Amazon Web Services, Salesforce, Oracle EBS, Peoplesoft, Hyperion, Oracle Configurator, Oracle CPQ, Oracle PLM and Custom Application Development. Utilizing solid business experience, industry-specific expertise, and proven methodologies, we consistently deliver measurable results for our customers. Cerebra has partnered with leading enterprise software companies and cloud providers such as Oracle, Salesforce, Amazon and able to leverage these partner relationships to deliver high-quality, end-to-end customer solutions that are targeted to the needs of each customer.

Hello,

Hope you are doing well,

Role: Genesys Engineer/Architect

Duration: 12-Month+ Contract

Location: Remote

Role Overview

We are seeking a Genesys Engineer/Architect to support our contact center operations. This role involves rebuilding and expanding our Genesys environment, incorporating more robust capabilities like Workforce Management (WFM) and AI. The position requires troubleshooting, onboarding new service lines and clinics, and handling a significant volume of new requests and tickets.

Key Responsibilities

  • Engage with stakeholders to understand business challenges and define technology-driven solutions.
  • Architect and design AI-powered contact center solutions, integrating technologies such as Conversational AI and Agent Assist.
  • Troubleshoot and resolve issues within the Genesys platform, managing approximately 300 tickets per month.
  • Support the onboarding of new service lines and clinics onto the Genesys platform.
  • Assist with the development of proof-of-concept demos and solution blueprints.
  • Provide hands-on technical guidance and support for end-users related to AI model integration and automation workflows.
  • Collaborate with internal teams to develop best practices, technical documentation, and training resources.
  • Act as a trusted advisor, helping to navigate and troubleshoot a variety of technology-related issues.

Must Haves:

  • 3-5 years exp of moving from on prem to Genesys Cloud CX or experience implementing Genesys Cloud CX.
  • New requests coming in to bring in new service lines needs people who can come in and troubleshoot
  • Some architecture experience would be nice

Technical Skills: Deep familiarity with the Genesys platform, including migration from on-premise to cloud environments (Genesys Cloud CX). Experience with contact center operations and familiarity with telecom providers.

Preferred Qualifications

  • Experience in the healthcare industry.
  • Experience with training end-users or developing training materials.

Thanks,

Sudhanshu Srivastava

Email -

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