Genesys CCaaS Architect at The Judge Group Inc. in Washington, Washington DC

Job Description:

Location: Washington, DC

Description: The Judge Group is currently seeking a Genesys CCaaS Architect to support a large federal agency in Washington, DC. This position is remote, but requires the candidate to live in the National Capitol Region for occasional meetings. For immediate consideration email your resume to rkissinger@judge.com.
- Robbie Kissinger



Basic Qualifications

• Ability to effectively lead and motivate a team, including matrixed resources.


• Detail Oriented.


• Provide a high-level of customer service, with an emphasis on customer advocacy.


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


• Ability to communicate effectively (US English Fluent).


• 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.

Required Qualifications

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


• Prior Genesys Cloud CX and Genesys PureConnect Experience.


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


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


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


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


• 5+ years' experience with MS TEAMS.


• 5+ years' experience producing Monthly Operational Reviews and Quarterly Business Reviews.


• 5+ years' experience authoring Root Cause Analysis reports as a follow up to major P1 or P2 events/incidents.


• Genesys Cloud CX: Professional Certification.


• Genesys Cloud CX: Architect Certification.

Contact: rkissinger@judge.com


This job and many more are available through The Judge Group. Find us on the web at www.judge.com Apply Now