Job
Description
As a Genesys Cloud CX Technical Architect at UST, you will play a crucial role in designing, implementing, and managing scalable, secure, and efficient Genesys Cloud CX solutions. Your responsibilities will include collaborating with stakeholders to translate business needs into technical specifications, leading development teams, managing integrations, and ensuring best practices for deployments. Your role will require a combination of technical expertise, leadership skills, and the ability to drive innovation in contact center technology. **Key Responsibilities:** - **Architecture & Solution Design** - Design, develop, and implement Genesys Cloud CX architectures meeting functional and non-functional requirements. - Create scalable, secure, and high-performing solutions aligned with industry best practices. - Conduct Proof-of-Concept (POC) demonstrations showcasing CCaaS business processes like call flows. - Manage integrations with other enterprise systems (CRM, WFO, IVR, etc.). - Establish best practices and deployment standards. - **Technical Leadership & Delivery** - Lead technical delivery for large, complex, or high-revenue projects. - Mentor and guide development teams in Genesys Cloud architecture and best practices. - Support application development lifecycle using Waterfall or Agile Scrum methodologies. - Provide technical consultation and solution roadmaps. - **Stakeholder Collaboration** - Work with business owners and cross-functional teams to gather and analyze requirements, including non-functional requirements (NFRs). - Translate business needs into user stories, technical specifications, and system requirements. - Act as a subject matter expert in contact center cloud solutions. - **Innovation & Knowledge Management** - Stay up-to-date with Genesys Cloud CX features, tools, and emerging technologies. - Publish technical documentation, best practices, and white papers. - Conduct technical training, webinars, and mentoring sessions. - **Governance & Quality** - Review and ensure architectural compliance with organizational standards. - Maintain zero-technology related escalations through quality delivery. - Support RFPs, proposal development, and client demos. **Qualification Required:** - **Mandatory Skills** - 10+ years in contact center technology design and implementation. - 5+ years with application development lifecycle (Waterfall, Agile Scrum). - 5+ years hands-on experience in implementing Genesys Cloud CX solutions. - Strong knowledge of Genesys Cloud CX products, features, and architecture. - Proven ability to design, develop, and oversee Genesys Cloud solutions. - Leadership experience in managing technical teams. - Strong expertise in IVR, CRM, WFO, and CCaaS architecture. - Ability to document technical specifications and business requirements. - Excellent communication and presentation skills. - **Good to Have Skills** - Experience with Avtex OneView and Salesforce Genesys Cloud adapter. - Experience in the healthcare domain with HIPAA compliance. - Business development and client relationship management. - Knowledge of architecture frameworks (TOGAF, Zachman). **About UST:** UST is a global digital transformation solutions provider that partners with clients from design to operation, embedding innovation and agility into their organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact, touching billions of lives in the process. As a Genesys Cloud CX Technical Architect at UST, you will play a crucial role in designing, implementing, and managing scalable, secure, and efficient Genesys Cloud CX solutions. Your responsibilities will include collaborating with stakeholders to translate business needs into technical specifications, leading development teams, managing integrations, and ensuring best practices for deployments. Your role will require a combination of technical expertise, leadership skills, and the ability to drive innovation in contact center technology. **Key Responsibilities:** - **Architecture & Solution Design** - Design, develop, and implement Genesys Cloud CX architectures meeting functional and non-functional requirements. - Create scalable, secure, and high-performing solutions aligned with industry best practices. - Conduct Proof-of-Concept (POC) demonstrations showcasing CCaaS business processes like call flows. - Manage integrations with other enterprise systems (CRM, WFO, IVR, etc.). - Establish best practices and deployment standards. - **Technical Leadership & Delivery** - Lead technical delivery for large, complex, or high-revenue projects. - Mentor and guide development teams in Genesys Cloud architecture and best practices. - Support application development lifecycle using Waterfall or Agile Scrum methodologies. - Provide technical consultation and solution roadmaps. - **Stakeholder Collaboration** - Work with business owners
