Responsibilities
The experienced CCaaS Architect will understand the current business requirements among all agencies. Will work with the PM, Lead Architect, Solution Delivery and Support teams on the CCaaS transition.
This resource must have the specific advanced skill and experience on the Genesys Cloud CX and PureConnect Contact Center solutions.
Qualifications
Basic Qualifications
- Ability to effectively lead and motivate a team, including matrixed resources.
- Detail Oriented.
- Provide a high-level of customer service, with an emphasis on customer advocacy.
- Takes ownership side by side with Lead Architects and PMs to deliver best in class user experiences.
- Ability to communicate effectively (US English Fluent).
- Resolve incidents and requests in a timely manner using ServiceNow.
- Communicate with customers as required, keeping them informed of support
progress and notifying them when their issue has been resolved.
- Work with system and application owners to remediate reoccurring issues.
- Identify and mitigate risks through incident analysis associated with Genesys Cloud service delivery, ensuring business continuity.
Required Qualifications
- Bachelor's Degree and 10+ years' relevant UC and Contact Center work experience.
- Prior Genesys Cloud CX and Genesys PureConnect Experience.
- 3+ years' experience with ServiceNow, Jira and Confluence (or Rally) systems.
- Broad knowledge of networking (Routing, Switching, Wi-Fi, Internet), Active Directory, SSO.
- Strong knowledge on Cloud based environments (Amazon AWS, Microsoft Azure), Application Integrations and Connectors, Authentication.
- Strong knowledge on SIP, SBC's, Circuits, IPSEC, WebRTC.
- 5+ years' experience with MS TEAMS.
- 5+ years' experience producing Monthly Operational Reviews and Quarterly Business Reviews.
- 5+ years' experience authoring Root Cause Analysis reports as a follow up to major P1 or P2 events / incidents.
- Genesys Cloud CX : Professional Certification.
- Genesys Cloud CX : Architect Certification.
Peraton Overview
Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy.
As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies.
Peraton operates at the critical nexus between traditional and nontraditional threats across all domains : land, sea, space, air, and cyberspace.
The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces.
Each day, our employees do the can't be done by solving the most daunting challenges facing our customers. Visit peraton.
com to learn how we're keeping people around the world safe and secure.
Target Salary Range
$104,000 - $166,000. This represents the typical salary range for this position based on experience and other factors.
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