CCaaS Architect

Peraton

13d•Remote

About The Position

The experienced CCaaS Architect will understand the current business requirements among all agencies. Will work with the PM, Lead Architect, Solution Delivery and Support teams on the CCaaS transition. This resource must have the specific advanced skill and experience on the Genesys Cloud CX and PureConnect Contact Center solutions. The position is remote and requires a Public Trust clearance.

Requirements

Bachelor’s Degree and 8 years’ relevant UC and Contact Center work experience. Master's with 6 years, PhD with 3 years and 12 years with HS Diploma
Prior Genesys Cloud CX and Genesys PureConnect Experience.
Experience with ServiceNow, Jira and Confluence (or Rally) systems.
Broad knowledge of networking (Routing, Switching, Wi-Fi, Internet), Active Directory, SSO.
Strong knowledge on Cloud based environments (Amazon AWS, Microsoft Azure), Application Integrations and Connectors, Authentication.
Strong knowledge on SIP, SBC’s, Circuits, IPSEC, WebRTC.
Experience with MS TEAMS.
US Citizenship required with the ability to obtain a Public Trust clearance
Detail Oriented.

Nice To Haves

Genesys Cloud CX: Professional Certification.
Genesys Cloud CX: Architect Certification.

Responsibilities

Effectively lead and motivate a team, including matrixed resources.
Provide a high-level of customer service, with an emphasis on customer advocacy.
Take ownership side by side with Lead Architects and PMs to deliver best in class user experiences.
Communicate effectively (US English Fluent).
Resolve incidents and requests in a timely manner using ServiceNow.
Communicate with customers as required, keeping them informed of supportprogress and notifying them when their issue has been resolved.
Work with system and application owners to remediate reoccurring issues.
Identify and mitigate risks through incident analysis associated with Genesys Cloud service delivery, ensuring business continuity.
Produce Monthly Operational Reviews and Quarterly Business Reviews.
Author Root Cause Analysis reports as a follow up to major P1 or P2 events/incidents.