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terraform zendesk architect ivr genesys cloud cx📋 Description
- Own Genesys Cloud CX architecture: config, CRM/WFM/bots; governance
- Review major architectural decisions with Systems Implementer and MSP
- Lead complex Genesys initiatives: AI integration and IVR redesign; align Eng/SI/MSP
- Own vendor relationship: manage contracts and SLAs; escalate as needed
- Drive platform effectiveness via data: measure usage; optimize routing and cost
- CAB governance: tech authority; ensure changes are sound; coordinate with PMO
🎯 Requirements
- 5+ years in contact center ops, architecture or tech programs
- Deep hands-on Genesys Cloud CX: Architect, IVR, ACD, routing
- Track record holding SIs/MSPs to contracts/SLAs
- Strong solution architecture: integration patterns, governance
- Led complex multi-workstream tech programs with third parties
- Able to translate architectural tradeoffs for non-technical stakeholders
🎁 Benefits
- Four days in-office; Fridays remote for those near offices
- Backup child/elder/pet care; subsidized commuter benefit
- 401k match; medical, dental, vision, life, disability
- Generous vacation; Chime Days; paid time off
- 1% time off for community orgs; annual wellness stipend
- Parental leave: up to 24 weeks birthing; 12 weeks non-birthing
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