CCaaS Architect, Subject Matter Expert III

Company: ASRC Federal Holding Company
Location: Washington
Posted on: November 9, 2024

Job Description:

Job Title: CCaaS Architect, Subject Matter Expert IIILocation: 200 Constitution Ave, DC-DC018Functional Group: Information TechnologyJob OverviewThe experienced Subject Matter Expert-Level III will understand the current business requirements among all agencies. Will work with the PM, Lead Architect, Solution Delivery and Support teams on the Contact Center as a Service (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.EEO Statement: ASRC Federal and its Subsidiaries are Equal Opportunity / Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law.
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Keywords: ASRC Federal Holding Company, Baltimore , CCaaS Architect, Subject Matter Expert III, Professions , Washington, Maryland