CCaaS Systems Architect / Contact Center

  • Washington, DC
  • Posted 3 days ago | Updated moments ago

Overview

On Site
Accepts corp to corp applications
Contract - W2
Contract - Independent

Skills

CCaaS Systems Architect / Contact Center

Job Details




A recognized services company in Washington, D.C. area is currently seeking a new Systems Architect CCaaS for a great contract basis opportunity with their staff. In this role, the Systems Architect - CCaaS will be responsible for understanding the current business requirements among all agencies and working with the PM, Lead Architect, Solution Delivery and Support teams on the CCaaS transition.


Responsibilities:



  • Take ownership side by side with Lead Architects and PMs to deliver best in class user experiences

  • 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


Qualifications



  • Bachelor's Degree and 10+ years of relevant UC and Contact Center work experience

  • 3+ years of experience with ServiceNow, Jira and Confluence (or Rally) systems

  • Prior Genesys Cloud CX and Genesys PureConnect experience

  • Broad knowledge of networking (Routing, Switching, Wi-Fi, Internet), Active Directory, SSO, etc.

  • Strong knowledge on Cloud based environments (Amazon AWS, Microsoft Azure), Application Integrations & Connectors, and Authentication

  • Strong knowledge on SIP, SBC's, Circuits, IPSEC, WebRTC

  • Experience producing Monthly Operational Reviews and Quarterly Business Reviews

  • Experience authoring Root Cause Analysis reports as a follow up to major P1 or P2 events/incidents


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