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Implementation Phase
- Provide strategic and technical guidance on Genesys Cloud CX capabilities and best practices to meet operational requirements
- Collaborate with the vendor and internal teams to design and configure the Genesys platform including call flows, IVR, queues, and integrations, to ensure performance, reliability, and scalability
- Define and oversee integrations with telephony carriers/SIP trunks, identity providers (Azure AD SSO/SCIM), and/or ticketing systems.
- Support integration efforts between Genesys Cloud CX and WFM/QA solution, ensuring data integrity and functionality across platforms.
- Ensure compliance with organizational security policies and data protection standards.
- Develop migration plan for cut over and work with QA team to develop test scenarios.
- Document system architecture, configurations, processes, and user guides.
- Provide training and support to internal users during and after implementation.
Operation Phase
- Act as primary system admin: user provisioning, role-based access control, telephony configuration, license management
- Monitor system performance, conduct evaluations, and proactively resolve technical issues.
- As required may tune IVR, call flows, queue thresholds, to meet evolving SLAs and CX KPIs
- Coach and upskill IT and Business Operations support staff; deliver knowledge-transfer sessions and create training artifacts
- Stay current with Genesys platform updates, features, and industry best practices.
Must Haves
- 7+ experience Genesys Architect call flows, digital channels, and ACD routing
- 7+ experience in deploying VOIP phone systems with deep knowledge and application of Telephony concepts (SIP, SBCs, QoS, E-911, porting, number plans)
- 7+ experience SSO/SAML and user lifecycle via SCIM or Azure AD provisioning
- 7+ experience utilizing REST APIs in development
Seniority level
- Mid-Senior level
Employment type
- Contract
Industries
- IT Services and IT Consulting
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Application Architect in Toronto employer: Maarut Inc
As a leading employer in the healthcare sector, we offer UX Researchers a dynamic work environment that fosters collaboration and innovation. Our commitment to employee growth is evident through continuous professional development opportunities and a supportive culture that values diverse perspectives. Located in a vibrant community, we provide unique advantages such as access to cutting-edge technology and the chance to make a meaningful impact on healthcare delivery.
