Architect- Genesys App Svcs. - Full Time - Detroit

EDUCATION AND EXPERIENCE:

• Bachelors degree in Information Technology/Computer Science discipline or equivalent experience is required.
• Equivalent experience for this position is eight years of applicable Information Technology experience.
• 10 years experience in application development and maintenance of vendor-provided systems.
• 2 years experience in designing system/solution architecture in cloud or on-premise solutions, preferably both environments.
• 3-5 years experience in leading voice application systems or similar complex state of the art/leading edge vendor applications that are parameter/configuration driven (such as Epic, Salesforce).
• Demonstrated strong knowledge of Security Architecture, Design and Operations, LDAP, Active Directory, SAML, web protocols XML, SOAP, JSON, REST, cloud/virtualization technologies, such as OpenStack, Java and other development frameworks.
• Working experience with designing, managing, and optimizing the integrations with third party solutions and custom developed solutions-REST APIs, Web Service Integration and/or other API technologies.
• 2 years of systems integration experience with applications such as Genesys, Epic, Salesforce. Highly prefer applications experience with all three products (Genesys, Epic, Salesforce).
• Demonstrated ability to diagnose production issues and work with Genesys, Carrier, and other product/services vendors in order to resolve in expedited manner.
• Excellent communication, presentation and interpersonal skills.
• Able to develop and present complex material effectively to a variety of audiences-technical, non-technical, management and leadership (including in-house and vendor).
• Ability to apply leading practices for architecture design and translate them to use case-specific applications.
• Ability to foster and maintain strong customer relationship.
• Ability to apply business development and leadership skills.
• Strong technical writing abilities.
• Ability to acquire required training and certification within 6 months of hiring as defined for the Genesys Certified Professional & Genesys Certified Developer Roles.
• Highly prefer applications experience with all three of these products: Genesys, Epic, Salesforce.
• 3 years hands-on experience with complex, multichannel contact center systems including Genesys Engage (or comparable IVR application) with Contact Center Architecture, preferred.
• 1-2 years of experience as Genesys Engineer/Administrator monitoring and supporting Genesys framework, preferred.
• 5+ years of experience in the Contact Center technology space, preferred.
• Good understanding of the Genesys Platform and call routing connections with customers across multiple interactions with a given customer, across multiple media channels, preferred.
• Knowledge of SIP/RTP and TCP/IP protocols, with ability to run captures and review logs and troubleshoot problems, preferred.
• Expertise with overall Genesys Routing, Interaction Routing Designer and Universal Routing Server -GVP, Routing Developer, preferred.
• Experience with Genesys Composer and Genesys Orchestration Server, preferred.
• Proficiency working with various telecom carriers and cloud providers AWS and Azure cloud services, preferred.
• Experience with Genesys WWE, GA, GAX, Speechminer, Pulse, GCXI, GMS, WFM, preferred.
• Experience with Cloud network architecture &/or On Premise to Cloud migration, preferred.
• Previous supervisory experience, preferred.