Contact Center Solutions Architect

Role Description

The Contact Center Solutions Architect will play a critical role in shaping and implementing our technology strategy. This position requires a deep functional understanding of Genesys Cloud, Salesforce, Google Cloud Platform (GCP), Amazon Web Services (AWS), and related technologies, along with strong leadership skills to collaborate with cross-functional teams. The ideal candidate will be responsible for designing scalable, efficient, and cost-effective solutions that align with our mission and operational needs.

• 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 a demonstrated understanding of microservices architecture challenges and solutions.
• Understand advances and changes in technology landscape and work directly with technology partners to evaluate and implement improvements on existing solutions.
• Identify opportunities to integrate non-biased, secure, and ethical LLM/GenAI technologies into the contact center.
• Collaborate extensively with internal stakeholders (Crisis Intervention, Development, Prevention teams, etc.) to gather requirements, understand user needs, and ensure technology solutions effectively support our mission.
• Assist with development and implementation of technology-related policies.
• Provide tier 3 support to troubleshoot and resolve complex issues in a high availability environment.
• Create detailed documentation for the purpose of support and maintenance of the contact center platform.
• Use platform-independent programming languages such as Python, JavaScript, Go, or others, using what best suits the task at hand.
• Provide administrative support for Atlassian suite of products (Jira, Confluence, QMetry, etc).
• Provide mentorship to, and performance feedback relating to, junior members of the Contact Center Technology team.
• Assist team manager and product owner with managing the product backlog for contact center technologies, creating clear user stories, defining acceptance criteria, and ensuring alignment with strategic objectives.
• Other relevant tasks, duties, or special projects as assigned.

Qualifications

• Bachelor’s degree in Software Engineering, Computer Science, or related field OR equivalent work experience.
• Advanced proficiency in Genesys Cloud and extensive experience with Salesforce, GCP, and AWS; including in-depth understanding of APIs, integration patterns, relational databases as well as 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) with a focus on evaluating and implementing secure and ethical applications of these technologies.
• 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 based on business requirements.
• Proficiency in spoken and written English.

Benefits

• Comprehensive health coverage, including plans that support various gender affirmation care needs.
• Mental health resources, with access to virtual care and a variety of in and out of network options for support.
• 403(b) retirement plan with a 3% employer match, vesting over three years.
• Generous paid time off and company holidays to rest and recharge.
• Employee Assistance Program (EAP) offering confidential emotional support, work-life solutions, financial and legal guidance, and online resources.
• Remote work flexibility from anywhere in the continental U.S., Alaska, or Hawaii- with provided technology, a home office setup reimbursement, and a monthly internet reimbursement.