Software Application Architect

November 6

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Bright Horizons UK

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10,000+

Description

• Serve as the contact center expert for CCaaS capabilities and implementation. • Perform technical planning and architecture development. • Be responsible for voice, chat, email and SMS text routing. • Develop and support CCaaS functionalities such as call flow design. • Troubleshoot and resolve system issues. • Conduct root cause analysis. • Liaison with vendor technical support. • Communicate effectively with contact center leadership. • Remain current on new product releases and advances.

Requirements

• High school degree or GED equivalent - Required • Associate or bachelor’s degree in a technical field - Preferred • 3 years in contact center operations - Required • 5+ years demonstrated hands-on architect - Required • Experience with CCaaS technology or a cloud-based telephony system (Genesys Cloud Preferred) - Required • 3+ years hands-on experience integrating CCaaS systems with CRM solutions like Salesforce, MS Dynamics, etc. - Required • Genesys Cloud CX: Professional Certification (GCX- GCP) - Required • Genesys Cloud CX: Developer (GCX- GCD), Architect (GCX-ARC) and/or Scripting (GCX- SCR) Certification - Preferred

Benefits

• Health insurance • 401(k) • PTO • Flex spending • Childcare discounts • Education assistance