Contact Center Solutions Architect
New
Remote in the continental United States, Alaska, or HawaiiFull-TimeSenior
Salary125,000 - 160,000 USD per year
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Job Details
- Languages
- English
- Required Skills
- PythonGCPJavascriptSalesforceJiraAmazon Web ServicesGoConfluenceGenerative AI
Requirements
- Bachelor’s degree in Software Engineering, Computer Science, or related field OR equivalent work experience.
- Advanced proficiency in Genesys Cloud.
- Extensive experience with Salesforce, GCP, and AWS.
- In-depth understanding of APIs, integration patterns, relational databases, NoSQL, and data management.
- Proven experience in contact center architecture and solution design using industry best practices.
- Experience in Large Language Models (LLM) and Generative Artificial Intelligence (GenAI).
- Record of building and maintaining custom integrations and applications using custom and vendor-provided APIs.
- Functional knowledge of contact center historical and real-time reporting and monitoring tools.
- Functional knowledge of design and integration of WEM/WFM applications.
- Ability to build and troubleshoot workflows for inbound voice, webchat, SMS, and social media.
- Proficiency in spoken and written English.
Responsibilities
- Design, implement, and maintain the contact center platform including voice, chat, SMS, and WhatsApp in a Genesys Cloud and Salesforce environment.
- Develop solutions along the development lifecycle, from requirements gathering to architectural design to implementation including microservices.
- Identify opportunities to integrate non-biased, secure, and ethical LLM/GenAI technologies into the contact center.
- Collaborate with internal stakeholders to gather requirements and ensure technology solutions support mission needs.
- Provide tier 3 support to troubleshoot and resolve complex issues in a high availability environment.
- Create detailed documentation for the support and maintenance of the contact center platform.
- Use programming languages such as Python, JavaScript, or Go to build custom integrations.
- Provide administrative support for Atlassian suite (Jira, Confluence, QMetry).
- Mentor junior members of the Contact Center Technology team and assist with product backlog management.
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