Lead design and implementation of advanced AI solutions at Softchoice. Specializing in automation, integrating business systems, and driving technology adoption.
IC
Hybrid Contact Center Solutions Architect
Posted 7 hours ago
About the role
- Contact Center Solutions Architect at ICBC responsible for designing and delivering Genesys Cloud solutions. Driving project delivery and ensuring customer goals align with strategic vision and best practices.
Responsibilities
- Serve as the lead technical architect for complex Genesys Cloud projects, ensuring high-quality solution delivery for enterprise or strategic customers.
- Provide guidance to configure, integrate, and deploy Genesys Cloud solutions in alignment to best practices.
- Collaborate with Business leaders and SME to define project scope, deliverables, and timelines as it relates to the delivery of Genesys capabilities and features.
- Collaborate with IT architects internally, vendors and external partners and system integrators (Sis) to provide solutions architectures and designs for our Contact Centers.
- Provide technical mentorship and training for internal teams and customers.
- Identify and resolve engagement-related challenges proactively, escalating issues when appropriate.
- Guide the IT Contact Center team to best practices where required in having oversight to the overall technical solutions architecture and design.
- Deliver presentations and provide consultations with internal business leads and IT leadership as the subject matter expert in the Contact Center Solutions Domain.
Requirements
- Bachelor’s degree in computer science, Telecommunications, Computer Engineering, or related field (or equivalent technical experience)
- 5-7 years of relevant professional experience, including at least 3 years with Genesys Cloud solutions with expertise in Genesys Cloud CX3 capabilities and App Foundry development practices.
- Understanding and practical knowledge in CISCO Telephony and networking solutions.
- Strong proficiency with Amazon Web Services (AWS) and firsthand experience with application development using APIs, JSON, and JavaScript.
- Sound understanding of IT Security best practices relating to Genesys Cloud Security and Contact Center Solutions Security as a whole.
- Demonstrated ability to lead large-scale, fast-paced technical projects.
- Proven skills in communicating complex technical concepts clearly and effectively.
- Ability to develop and present from IT technical leads to senior management leads.
- Familiarity with diagnostic and documentation tools such as Wireshark, Microsoft Visio, and Microsoft Office Suite.
- Strong written and verbal communication, including escalation management.
- Customer-centric mindset with strong problem-solving and organizational skills.
- Ability to manage time effectively and work independently or in collaborative team environments.
Benefits
- ICBC provides comprehensive and flexible benefit coverage to all eligible employees including a defined benefit pension plan.
- Three options of health and dental coverage. Two of those options fully paid by ICBC and with access to Flex credits.
- 100% employer paid life insurance, long term disability and travel insurance.
- Sick leave plan – 100% of pay for a period of a maximum of 8 weeks plus 85% of your pay for a subsequent period of up to 9 weeks.
- Additional optional insurance coverages.
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