Genesys Cloud Architect
Job Description
At Beyond Finance, we’ve made it our mission to help everyday Americans escape the endless cycle of crippling debt and step into a brighter financial future. Through compassionate, individualized care, supportive user-centric technology, and customized financial solutions, we’ve helped over 300,000 clients on their path to a debt-free life.
While we’re proud of what we’ve already accomplished (over $2 billion in resolved debt), we're searching for new collaborators to help us get to the next level! If you’re looking to join a forward-thinking, rapidly growing organization with helping people as its number one goal, we want to hear from you.
About the Role
We are seeking Genesys PureClouds Architect to support Beyond Finance’s ambitious growth. You will provide strategic, innovative, and cost-effective solutions to increase efficiency, reliability, and integration of our services and operations. You will work daily in a semi-autonomous environment where fast prototyping emerging technologies to solve industry-related problems is the rule.
What You'll Do
● Architect solutions for Call Center Technology in Genesys PureCloud
● Script API calls and work with Salesforce, AWS developers to create API interfaces.
● Be on the leading edge of Contact Center Technologies and innovations.
● Possess expert hands-on level knowledge and take full ownership of technical solutions.
● Collect project requirements, prioritize work items, manage, schedule, and work on tight deadlines. Ensure on-time, quality delivery.
● Execute ad hoc tasks and follow best practices of change controls.
● Configurations and programming for the system as needed.
Tasks
● Provide subject matter expertise in Genesys PureCoud Contact Center and AppFoundry integrations.
● Drive the decision-making processes for Call Center Design, Implementation and Support
● Architect Call flows, IVRs, skills, permissions, roles, data points, user, etc
● Firsthand experience building automation: skill management, agents onboarding/offboarding.
● Experience with CX on Code object and attributes migration.
● Work with developers on reporting, API integration, 3rd party app integration including Salesforce. Expertise on full set of Genesys API (ex. Analytics. BI, user management, etc..)
● Dialer optimization: deep knowledge of Inbound and Outbound (preview, power, progressive) call routing
● Routing logic experience, configuration of Queues and Skills and associated routing (Standard, Bullseye or Preferred Routing)
● Real time troubleshooting IVR call flow, telephony, call quality, functionality and usability verification.
● Day-to-day management and support including call routing, agent creation, IVR, phone queues and reporting.
Requirements
● 5 years of experience in a Genesys Architecture
● Bachelor's degree in engineering or related field
Why Join Us?
While you make a difference for others, we’ll work to make a difference for you, providing an uplifting, collaborative work environment and benefits that reflect your value to us. For eligible full-time employees, we offer:
- Considerable employer contributions for health, dental, and vision programs
- Generous PTO, paid holidays, and paid parental leave
- 401(k) matching program
- Merit advancement opportunities
- Career development & training
And finally, our team spirit and culture! We cultivate an environment of community, connection, and belonging across our entire organization.
Beyond Finance does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job positions. No fee will be paid to their parties who submit unsolicited candidates directly to Beyond Finance employees or the Beyond Finance HR team. No placement fee will be paid to any third party unless such a request has been made by the Beyond HR team.
Date Posted
06/07/2023
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10
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