Position OverviewWe are seeking an experienced and innovative Genesys Architect to design, develop, and maintain IVR (Interactive Voice Response) systems and other backend tools to support our Contact Center operations. The ideal candidate will have deep expertise in Genesys or similar Contact Center platforms, with a strong focus on architecture, integration, and backend development. This role will play a critical part in enhancing customer experience and operational efficiency by delivering scalable and robust solutions.
Key Responsibilities1. IVR Design and Development:Design, develop, and implement IVR solutions using Genesys or other Contact Center platforms.Collaborate with stakeholders to gather requirements and translate them into effective IVR call flows.Optimize IVR systems to improve customer experience, reduce call handling time, and enhance self-service capabilities.Ensure IVR solutions are aligned with business goals and comply with industry standards.
2. Backend Tools Development:Develop and maintain backend tools and integrations to support Contact Center operations.Build APIs and middleware to enable seamless communication between systems (e.g., CRM, WFM, telephony platforms).Ensure backend systems are scalable, secure, and optimized for performance.
3. Architecture and Integration:Design and implement scalable and resilient architectures for Genesys and other Contact Center tools.Integrate Genesys with third-party systems, including CRM, databases, and reporting platforms.Provide technical leadership and guidance on best practices for system architecture and integration.
4. System Maintenance and Troubleshooting:Monitor and maintain Genesys and other backend systems to ensure high availability and performance.Troubleshoot and resolve technical issues related to IVR, backend tools, and integrations.Perform regular system updates, patches, and upgrades to maintain system reliability and security.
5. Collaboration and Stakeholder Management:Work closely with business stakeholders, operations teams, and IT to understand requirements and deliver solutions.Act as a subject matter expert (SME) for Genesys and other Contact Center tools, providing guidance and support as needed.Communicate technical concepts and solutions to non-technical stakeholders in a clear and concise manner.
6. Documentation and Training:Create and maintain detailed documentation for IVR call flows, system architecture, and backend tools.Provide training and support to team members and end-users on Genesys and related tools.Stay updated on the latest features and advancements in Genesys and other Contact Center technologies.
QualificationsEducation: Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
Experience: 5+ years of experience in Genesys architecture, IVR development, or similar roles.
Hands-on experience with Genesys Engage, Genesys Cloud, or other Contact Center platforms.Experience in backend development, API integration, and middleware solutions.
Technical Skills:Proficiency in Genesys tools (e.g., Composer, Designer, Interaction Routing Designer, SIP Server).Strong programming skills in languages such as Java, Python, or C#.Experience with APIs, web services (REST/SOAP), and database technologies (SQL, NoSQL).Familiarity with cloud platforms (e.g., AWS, Azure) and containerization (e.g., Docker, Kubernetes) is a plus.Knowledge of telephony protocols (e.g., SIP, VoIP) and Contact Center metrics.
Soft Skills:Strong analytical and problem-solving abilities.Excellent communication and interpersonal skills.Ability to manage multiple projects and priorities in a fast-paced environment.Attention to detail and a commitment to delivering high-quality solutions.
Key Competencies: System Architecture and DesignIVR Development
API IntegrationCollaboration and TeamworkProblem-Solving
Job details are sourced from the employer's original posting.
Open job postingAbout the company
Arthur J. Gallagher & Co. an international service provider plans, designs, and administers a full array of customized, cost-effective property/casualty insurance and risk management programs. The company also furnishes a broad range of risk management services including claims and information management, risk control consulting and appraisals to help corporations and institutions reduce their cost of risk. In addition, the company assists clients in all areas of their employee health/welfare and retirement plans, including plan design, funding and administration. Gallagher has operations in 33 countries and, through a network of correspondent brokers and consultants, Gallagher offers client-service capabilities in more than 150 countries around the world. Some of the company's offices are fully staffed with sales, marketing, claims, loss control and other specialists; some function as servicing offices for the various divisions.