Principal Architect - Genesys Contact Center

Job Description

As a member of Service Assurance, resolution of faults at lightning speeds and proactively mitigating network away from faults would be the prime focus.

Responsible for providing the support on all the Contact Center services/features, its various elements and services riding on the Cloud & Hosted platform.

Person should be able to work with partners and with their associated technical teams like Genesys or Cisco or 3rd party vendors.

Review incidents/problems and ensure resolution efficiency to ensure smooth operation.

Monitor vendor performance, particularly critical incidents, delayed cases, non-adherence to SLA, etc.

Hands on experience in Genesys.

Person should have the ability to work in a team and should have a flexible approach when there is a need towards work or support.

Responsible to manage the team and monitor overall service performance. Person should be able to maintain all service KPIs and adhere to the process. Team building is a key function of this role so must maintain the collaboration with the team and with cross-functional teams.

Essential Qualifications:

Education - Bachelor Engineering (Electronics, Electronics & Telecom, Computers or Networking)

Certifications - Cloud-based certifications like AWS or Webex Contact or Genesys Center if any & SIP School Certified Associate (preferred). CCNA collaboration.

Requisite Skills:

Technical:

Good knowledge about Genesys cloud contact center and Amazon Connect solutions - ACD, IVR, Recording, Call flow (Inbound/Outbound) understanding.

Good understanding of various cloud-based concepts like Cloud computing, Cloud Native, Managed Services, etc.

Protocols (TCP, UDP, RFC, ITU, IETF, SS7, SIP, Opus)

Strong working knowledge on Soft-switch, Multi-service Access switch, Session Border Controllers (SBC), Media Gateways

Good knowledge on IP addressing, routing, switching, MPLS, IZO Connect, vUTM & ILL.

Exposure on Sonus/GSIP platform is an added advantage and preferred.

CCNA certification preferred.

Knowledge of TCP/IP Networks and its troubleshooting.

Functional:

Excellent understanding of Carrier Voice Networks and its Call Flow. (LNS/ITFS/DID & NNI concept is preferred)

Troubleshooting experience on ACD, IVR call flow, Recording management, Dialers, WebRTC, etc.

Good understanding of Agent/Supervisor based concepts, Salesforce application along with inbound & outbound call scenarios.

Exposure to ticketing tools like Remedy, Service Now, etc.

Should have worked with cross-functional teams.

Strong understanding of cloud-based portals to manage the platform and monitoring.

Behavioral:

Should believe in knowledge sharing and managing the team members with good team attitude and team spirit.

Good analytical, diagnostic and problem-solving skills, customer centricity, dealing with ambiguity and pressure.

Excellent written and verbal communication skills.

Should be willing to accept challenges and highly dynamic in nature.

Good aptitude to learn new technology.

Should be a very good team player with the right attitude towards work.