CCaaS Architect with Security Clearance

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Job description

PlanIT Group is seeking a CCaaS Architect to support our Federal customer in the Washington, DC area. The ideal experienced candidate serves as the experienced 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. Location: Washington, DC onsite
Start Date: 09/23/24
Duration: One year plus Must be able to obtain a Public Trust Clearance
Must be a US Citizen or US Permanent Resident only The experienced 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, Client'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. Additional Provisions:
All candidates must be a US Citizen or have permanent residence status (Green Card).
Candidate must have lived in the United States for the past 5 years.
Cannot have more than 6 months travel outside the United States within the last five years. Military Service excluded

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