Detalhes do emprego
Cognizant is one of the world’s leading professional services companies, transforming clients’ business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked on the Fortune 500 and is consistently listed among the most admired companies in the world. In Asia Pacific (APAC), Cognizant has strong presence in key growth markets like Australia, Singapore, India, Japan, China, Hong Kong, UAE, Saudi, etc. It has grown rapidly in these regions and is now poised for exponential growth. We are now growing our Sales execs with trail blazing track record of growth to fuel this growth story. If you want to be part of this growth story, seize the moment and join us in ANZ! Position Summary We are seeking a skilled and experienced Genesys Architect to design, implement, and optimize Genesys-based contact center solutions. The ideal candidate will possess deep knowledge of Genesys technologies, excellent problem-solving abilities, and a strong understanding of customer experience (CX) solutions. This role will involve working closely with stakeholders to ensure the successful deployment and integration of the Genesys platform to enhance operational efficiency and customer satisfaction. Key Responsibilities Architecture Design: Develop scalable, reliable, and efficient architectural designs for Genesys contact center platforms. Design solutions for voice, chat, email, SMS, and social media interactions. Ensure the architecture aligns with business requirements, performance expectations, and industry best practices. Implementation & Integration: Lead the deployment of Genesys Cloud. Integrate Genesys platforms with CRM, WFM, IVR, and other enterprise systems. Develop routing strategies, workflows, and IVR solutions tailored to business needs. Optimization & Support: Continuously monitor system performance and recommend improvements to enhance efficiency and uptime. Troubleshoot issues, provide advanced technical support, and resolve escalations. Stay updated on Genesys product releases and incorporate new features where applicable. Collaboration & Leadership: Collaborate with IT teams, business stakeholders, and vendors to ensure successful project delivery. Provide technical guidance and mentoring to junior engineers and developers. Lead workshops and design sessions to gather and document requirements. Required Qualifications Proven experience as a Genesys Architect, with at least 6 years of relevant experience in designing and implementing Genesys solutions. Hands-on experience with Genesys platforms and associated tools (Composer, Designer, Interaction Routing). Proficiency in scripting and development (e.g., Java, Python, or Genesys Routing Scripting). Strong understanding of telecommunications protocols (SIP, VoIP, etc.) and cloud technologies. Familiarity with APIs, web services, and system integrations. Excellent analytical, problem-solving, and communication skills. Preferred Qualifications Certification in Genesys solutions (e.g., Genesys Certified Professional or Architect). Experience with workforce management (WFM) and CRM platforms (e.g., Salesforce, Microsoft Dynamics). Knowledge of AI and chatbots (Genesys AI, Google Dialogflow, etc.). Familiarity with Agile/Scrum methodologies. #J-18808-Ljbffr
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