Client Cloud Architect - Remote / Telecommute

Job Title

Job Overview: Pay Range: $55hr - $60hr

Excellent communication and conversation skills (Verbal and Written).

Good documentation skills.

Good working knowledge of MS Office (including MS Project and Visio).

Should have good customer handling skills.

Certification Requirements:

• GCP (Mandatory).
• ITIL Foundation (Preferred).

Skills Required:

• Experience in migrating contact centres to Client Cloud CX. Should be hands-on in Client Cloud enablement, configuration, and support.
• Experience working with Customer Service Operations: Experience in Contact Center channels, leading Customer Service operations assessment/benchmarking, identifying gaps and deriving a business case for driving improvements.
• Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing: Experience in Client Cloud/Engage suite.
• Should be hands-on in Client Architect call flows, IVRs, skills, permissions, roles, routing, queues, etc.
• Experience in Client Cloud administration & application experience: Use Client Architect/Composer/Designer, Client Framework Components (such as Edge, BYOC, SIP, GAX, GVP, AppFoundry, eServices, GRE, URS, Info Mart, Client, OCS, GPlus Integrations, etc.) or similar solutions.
• Client APIs integration with third-party solutions and CRMs like Salesforce, etc.
• Candidate should have knowledge of engineering, consultation, and be able to assist with day-to-day operational activities on Client Cloud CX.
• Provide Tier 3 support during critical incidents as necessary.
• Participate and lead ongoing technology research and strategic planning for contact center services.
• Perform some Client infrastructure maintenance work; some after-hours work is required.
• Flexibility to work across different time zones.
• Resources should be flexible for working in NA shift projects as well.

Roles and Responsibilities:

• Resolving incident cases.
• Monitor capacity, performance, and availability using network tools and act to correct anomalies when needed.
• Incident tracking to ensure continuity across shifts.
• Vendor management with PSTN service providers and OEMs for resolution of tickets.
• Coordination of communication bridges during major outages.
• Participate in operational processes (Daily Ops, Change Control, Incident Management, Request for Service, etc.).
• Adhering to defined SLAs.
• Handling tickets and requests.
• Troubleshooting technical issues.
• Ensuring that defined processes are adhered to.
• Report regularly concerning key counters and measures of the voice network through health checks.
• Client Release Management.