Genesys Cloud Architect Job at Cloud Analytics Technologies LLC, Raritan, NJ

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  • Cloud Analytics Technologies LLC
  • Raritan, NJ

Job Description

Job Details

Job Description:

  • Provide support for contact center technologies with a focus on Genesys Cloud CX.
  • Handle configuration, enablement, administration, and troubleshooting of contact center systems.
  • Support customer service operations, implement multichannel self-service processes, and manage integrations.
  • Participate in incident resolution, monitoring, maintenance activities, and operational processes.
  • Contribute to technology research and strategic planning while ensuring adherence to defined processes and performance standards.
Requirement/Must Have:
  • Excellent verbal and written communication skills.
  • Strong documentation skills.
  • Good working knowledge of MS Office, including project and diagramming tools.
  • Strong customer handling skills.
  • Google Cloud Platform certification.
  • Experience migrating contact centers to Genesys Cloud CX.
  • Hands-on experience with Genesys Cloud enablement, configuration, and support.
  • Experience in customer service operations and contact center channels.
  • Experience implementing multichannel self-service, IVR, and omnichannel routing.
  • Hands-on experience with Genesys Architect call flows, IVRs, skills, permissions, roles, routing, and queues.
  • Experience with Genesys Cloud administration and related applications and frameworks.
  • Experience integrating Genesys APIs with third-party solutions and CRMs.
  • Knowledge of engineering and consultation for Genesys Cloud CX operations.
  • Ability to provide Tier 3 support during critical incidents.
  • Flexibility to work across different time zones.
Experience:
  • Experience supporting Genesys Cloud CX environments.
  • Experience with operational activities, maintenance, incident resolution, and troubleshooting.
  • Experience participating in technology research and strategic planning.
  • Experience managing vendor coordination and communication during outages.

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