ccaas architect.

job summary:
Randstad Federal is seeking a CCaaS Architect in support of a program at Department of Labor

 
location: BELTSVILLE, Maryland
job type: Contract
salary: $80 - 90 per hour
work hours: 8am to 4pm
education: Bachelors
 
responsibilities:
he CCaas Architect will understand the current business requirements among all agencies. Will work with the PM, Lead Architect, Solution Delivery and Support teams on the CCaaS transition. This resource must have the specific advanced skill and experience on the Genesys Cloud CX and PureConnect Contact Center solutions.

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.

 
qualifications:

• Experience level: Experienced
• Minimum 10 years of experience
• Education: Bachelors

 
skills:

Oracle

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).

This posting is open for thirty (30) days.