HAVE AN IMPACT - Senior Call Centre Architect - Genesys

  • Excellent financial package offered.
  • Leading Practice
My client provides customer management solutions by coordinating business process with technology. Over the past few years my client has diversified its operations and established itself as a major force within the world of contact centre consultancy. The role of Solutions Architect is required to u nderstand and architect complex contact centre solutions within new and existing clients within the Australian and New Zealand market and potentially Asia.

The Role:
  • To design, implement and optimise complex contact centre solutions for clients.

    The Responsibilities:

  • Consulting Based on a thorough understanding of the clients contact centre processes and their technical environment, you will translate their requirements into a technical solution that meets their budget and business needs. This may include leading client workshops, providing architecture models and options, product selection and getting client buy in to the proposed solution.
  • Delivery - As the architect you will be responsible for the design of the contact centre solution and as part of a multi-disciplined team, carry out the implementation and configuration. You will specify the development processes, testing and production environment. Whilst being the main technical contact for the client during an engagement, you will also lead and mentor other technical specialists and junior staff on a project as required.
  • Business Development - You will assist the business development team by undertaking pre-sales activities, providing SME support to the sales process by demonstrating a thorough understanding of contact cantres and the associated technology and processes.
  • Portfolio Development - As a Contact Centre expert you will be expected to contribute thought leadership to the development of propositions.

    Skills Required:

  • Minimum of 4-years experience in the design, installation and support of core offerings within the Genesys Enterprise suite including Framework, Routing, WFM, GVP & integration to 3rd party products (IVR, CRM, DB etc).
  • Demonstrates a breadth of experience as a solutions architect designing complex (multi channel, multi vendor, multi-site/virtual) contact centre implementations for medium and large enterprise clients.
  • Design solutions that incorporate the latest Contact Centre Technologies and practices including voice switching systems (ACD), Computer Telephony Integration (CTI), predictive dialler technology, IVRs and speech technologies, voice recording/storage, TDM/VOIP networks, internet enabled contact centres, and contact centre support systems
  • Some project management experience (incl. Cost-control, timesheet-adherence, change-management control, project-reviews)
  • Minimum of 6-years experience in the IT industry. Preferably in the fields of Genesys contact centre, software development, customer applications support, MS applications/OS. LAN/WAN, network security.
  • Previous experience in a pre-sales consultancy role.
  • Proven ability to develop and maintain relationships with senior management level contact centre and senior IT/IS staff

    Interested??? You should be!!!!! Email your expression of interest to David@gemteq.com.au

    • Please apply below, or call David Bateman on 02 8243 1909 for a confidential discussion.