CCaaS Systems Architect / Contact Center - Tandym

A recognized services company in Washington, D.C. area is currently seeking a new Systems Architect CCaaS for a great contract basis opportunity with their staff. In this role, the Systems Architect - CCaaS will be responsible for understanding the current business requirements among all agencies and working with the PM, Lead Architect, Solution Delivery and Support teams on the CCaaS transition.

Responsibilities:

• Take ownership side by side with Lead Architects and PMs to deliver best in class user experiences
• 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

Qualifications

• Bachelor's Degree and 10+ years of relevant UC and Contact Center work experience
• 3+ years of experience with ServiceNow, Jira and Confluence (or Rally) systems
• Prior Genesys Cloud CX and Genesys PureConnect experience
• Broad knowledge of networking (Routing, Switching, Wi-Fi, Internet), Active Directory, SSO, etc.
• Strong knowledge on Cloud based environments (Amazon AWS, Microsoft Azure), Application Integrations & Connectors, and Authentication
• Strong knowledge on SIP, SBC's, Circuits, IPSEC, WebRTC
• Experience producing Monthly Operational Reviews and Quarterly Business Reviews
• Experience authoring Root Cause Analysis reports as a follow up to major P1 or P2 events/incidents