CCaaS Architect

Peraton • Washington, DC

18h • Onsite

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 located on site in DC and requires a Public Trust clearance.

Requirements

• Ability to effectively lead and motivate a team, including matrixed resources.
• Detail Oriented.
• Provide a high-level of customer service, with an emphasis on customer advocacy.
• Takes ownership side by side with Lead Architects and PMs to deliver best in class user experiences.
• Ability to 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.
• Bachelor’s Degree and 5 years’ relevant UC and Contact Center work experience. Master's with 3 years, PhD with 0 years and 9 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.
• Experience producing Monthly Operational Reviews and Quarterly Business Reviews.
• Experience authoring Root Cause Analysis reports as a follow up to major P1 or P2 events/incidents.
• US Citizenship required with the ability to obtain a Public Trust clearance

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.
• Takes ownership side by side with Lead Architects and PMs to deliver best in class user experiences.
• 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.
• Experience producing Monthly Operational Reviews and Quarterly Business Reviews.
• Experience authoring Root Cause Analysis reports as a follow up to major P1 or P2 events/incidents.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level