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Genesys Solutions Architect

hace 2 meses

Xico, México Thomson Reuters A tiempo completo
About the Role

As a Genesys Solution Consultant at Thomson Reuters, you will play a key role in delivering technical expertise and support for our Genesys Cloud solutions. This is an exciting opportunity to join a team of experienced professionals who are passionate about delivering exceptional customer experiences.

Key Responsibilities
  • Provide technical leadership and support for the implementation, delivery, and maintenance of Genesys Cloud solutions.
  • Lead technical and procedural consistency within a team focused on the implementation, service delivery, and support of products, systems, and networks.
  • Drive down incident rates and work with 1st line operations to improve service recovery times.
  • Implement process improvements to ensure that all aspects of operability are delivered while maintaining or improving existing service levels.
  • Comply with operational standards, procedures, and best practices.
  • Contribute to the definition and implementation of improved operability on new and current systems.
  • Use innovative methods to reduce the volume and mean time to recover incidents in assigned business units.
  • Identify risks and issues and take ownership to deliver appropriate resolutions.
  • Provide technical expertise for root cause analysis and problem management.
  • Develop and maintain detailed implementation/project plans across multiple, complex work streams according to agreed standards.
  • Work and cooperate with internal and external groups to fully support environments and maintain service.
  • Adhere to change management procedures to ensure appropriate coordination with other teams, minimize service disruption, and ensure adherence to Service Level Agreements.
  • Improve change management processes and procedures to ensure the most efficient processing of change within appropriate service risk constraints.
  • Provide specialist support during complex and/or major incidents.
  • May be asked to lead recovery efforts during major incidents within business units.
  • Deputize for the team manager as required.
  • Contribute to or author technical documentation, including complex change instructions.
  • Review and update operations procedures, standards, and technical policies as appropriate.
  • May be asked to assist with the production of white papers on technical R&D projects.
About You

You're a fit for this role if you have:

  • Experienced professional with in-depth knowledge of contact center operations, including ACD, IVR, omni-channel routing, queues, skills, call recording, and reporting.
  • In-depth knowledge of Genesys Cloud, including architect for call, messaging, and bot flows, data tables, data actions, embedded clients, integrations, outbound campaigns, and telephony management.
  • Experience in the implementation and use of API and web service-based integrations.