Technical Architect
Apply NowCompany: Tata Consultancy Services
Location: Cary, NC 27513
Description:
Genesys CX Cloud Architect
Strong expertise in Genesys Cloud CX architecture and configuration.
Experience with IVR, ACD, SIP trunking, Call routing, Workforce Engagement Management (WEM) and Analytics.
Proficiency in APIs, Web Services (RESTful, JSON, OAuth)
Knowledge of scripting languages (JavaScript, Python, PowerShell) for automation.
Good experience on Genesys Cloud CI/CD and DevOps.
Experience in AWS, Azure, or other cloud platforms is a plus.
Design scalable and secure Genesys Cloud CX solutions based on business needs.
Design and implement AI powered IVA solutions.
Develop architecture blueprints, workflows, and best practices for implementations.
Configure Genesys Cloud CX components like IVR, ACD, workforce engagements, and analytics.
Integrate Genesys Cloud with third-party applications (CRM, WFM, AI/ML, etc.)
Troubleshoot technical issues, ensuring minimal downtime.
Work with business teams to understand contact center needs.
Collaborate with developers, engineers, and IT teams to for seamless deployment.
Provide technical guidance and mentorship to junior team members.
Experience Required
3+ years current experience working supporting Genesys Contact Center as Business Analyst or Product Owner
3+ years current experience working on a Scrum and/or Agile team as Product Owner
3+ years experience with creating documentation for communication with varied audiences
2+ years experience working of rollout of new technologies
Understanding of Insurance business preferred
Salary Range- $100,000-$120,000 a year
#LI-SP3
#LI-VX1
Strong expertise in Genesys Cloud CX architecture and configuration.
Experience with IVR, ACD, SIP trunking, Call routing, Workforce Engagement Management (WEM) and Analytics.
Proficiency in APIs, Web Services (RESTful, JSON, OAuth)
Knowledge of scripting languages (JavaScript, Python, PowerShell) for automation.
Good experience on Genesys Cloud CI/CD and DevOps.
Experience in AWS, Azure, or other cloud platforms is a plus.
Design scalable and secure Genesys Cloud CX solutions based on business needs.
Design and implement AI powered IVA solutions.
Develop architecture blueprints, workflows, and best practices for implementations.
Configure Genesys Cloud CX components like IVR, ACD, workforce engagements, and analytics.
Integrate Genesys Cloud with third-party applications (CRM, WFM, AI/ML, etc.)
Troubleshoot technical issues, ensuring minimal downtime.
Work with business teams to understand contact center needs.
Collaborate with developers, engineers, and IT teams to for seamless deployment.
Provide technical guidance and mentorship to junior team members.
Experience Required
3+ years current experience working supporting Genesys Contact Center as Business Analyst or Product Owner
3+ years current experience working on a Scrum and/or Agile team as Product Owner
3+ years experience with creating documentation for communication with varied audiences
2+ years experience working of rollout of new technologies
Understanding of Insurance business preferred
Salary Range- $100,000-$120,000 a year
#LI-SP3
#LI-VX1