Cloud Solutions Architect 3
3-month W2 contract (renewable, hybrid with 1 onsite day in Austin, TX) serving as Cloud Solutions Architect III for Texas HHSC's Genesys CX3 contact-center cloud: installing and configuring Genesys CCaaS, architecting call flows and IVRs, migrating from legacy telephony, and managing vendors and documentation. Core stack: Genesys Cloud, VoIP/telephony, AWS, Google Cloud.
- Compensation
- Not disclosed
- Location
- Austin, Texas, United States
- Work setup
- Remote
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 8+ years
- Category
- Architecture
- Posted
Skills
Must have
- 8 years of Telephony/VoIP experience with a focus on Contact Center applications
- Experience with cloud-based contact center applications (CCaaS)
- Experience with Genesys CX Cloud installation, implementation, and configuration
- Advanced hands-on experience in migration strategy planning and execution from legacy on-premise/hosted contact center platforms to Genesys CCaaS
- Architect call flows, IVRs, skills, permissions, roles, data points, users
- Strong understanding of communication infrastructure, device compatibility, and integration with CCaaS platforms
- Hands-on experience with cloud providers (Genesys, Google Cloud, AWS)
- Strong proficiency configuring and optimizing cloud platforms for telecom applications (performance, reliability, security)
- Ability to analyze complex problems, make decisions, and recommend solutions
- Ability to provide technical expertise and guidance to internal teams and external customers on cloud solutions
- Ensure compliance with regulatory requirements and industry standards for cloud implementations
- Ability to quickly adapt to changes in process, requirements, goals, and organizational change
- Excellent communication, analytical, judgment, and management skills
- Experience improving systems by studying current practices, designing modifications, and writing improved procedures
- Experience preparing technical reports by collecting, analyzing, and summarizing information
- Experience providing engineering support for large-scale 24x7 operational environments, including off-hours
- Advanced verbal and written communication skills
- Effective organizational, planning, and time management skills
Nice to have
- 4-8 years working with developers on reporting, API integration, and 3rd-party app integration
- Expertise with the full set of Genesys APIs (Analytics, BI, user management, etc.)
- Strong proficiency monitoring and troubleshooting telecom services and infrastructure in the cloud
- Advanced database and presentation software skills
- Advanced research, analytical, and problem-solving skills
- Genesys Cloud certified
Full description
Cloud Solutions Architect 3 (Hybrid 1 day onsite per week)
Location: Austin, TX
Work Type: W2 (No Benefits)
Onsite: 1 day (Wednesdays)
Remote: 4 days (Mon, Tue, Thurs, Fri)
Duration: 3 Months (renewal 09/2024)
Summary:
This position will serve as the Cloud Solutions Architect III for HHSC state owned Genesys CX3 CCaaS Cloud solution. Responsibility will include installation, implementation, and configuration of the Genesys CX3 platform. You will work closely with HHSC resources and vendor resources for support and management of the platform. This position will serve as a technical resource for configuration of and integration of HHSC Enterprise Telecom Cloud solutions and supporting components for Genesys.
Responsibilities:
- Candidate will demonstrate professionalism and leadership in representing HHSC Enterprise Telecom to customers and vendors.
- Utilizes high level expertise to address more difficult situations, both from a technical and customer service perspective.
- Provides support and guidance to more junior team members, particularly for challenging and sensitive assignments.
- Provides support and guidance to team members, particularly for challenging and sensitive assignments.
- Assesses customer needs and makes configuration recommendations.
- Setup and configuration from a selection of Genesys products, as well as other select vendors, for our client base.
- Opens and/or manages vendor support tickets.
- Interacts closely with Project Management to deliver projects that are done on time and on budget.
- Handles Project Management duties for select projects, including: Meeting with customers to review project scope and validate design; Determining tasks to be completed and completing data collection; Maintaining issues and change log; Coordinating with management on out of scope requests and change orders; Following up to ensure timelines and project requirements have been met.
- Updates Genesys Cloud configuration to reflect changes in system configuration.
- Conducts system set-up as required.
- Performs complete and thorough documentation via our internal ticketing process to ensure each issue has accurate tracking from problem reporting to resolution.
- Provides technical pre-sales engineering assistance as needed.
CANDIDATE SKILLS AND QUALIFICATIONSRequired:
- 8 Years of Telephony/VoIP experience with a focus on Contact Center applications
- Experience with a focus on cloud-based contact center applications (CCaaS).
- Experience with Genesys CX Cloud installation, implementation, and configuration