Richmond hill, Ontario

Senior Genesys Engineer/ Solution Architect

Title: Senior Genesys Engineer/ Solution Architect

Location: Richmond Hill, Ontario,

Remote Possible?: Yes

Duration: 6 months to start with possibility of extension
Employment Type: Contract
Experience Level: 8 – 15 years
Number of Openings: 1

ABOUT CLIENT : Clients line of business includes holding or owning the securities of banks for the sole purpose of exercising some degree of control over the activities of bank companies whose securities they hold


Job Description:

We are seeking a Solution Architect to help architect call center related applications.


  • As a Solution Architect, you will be participating in design sessions and subsequently develop call center related applications and support user testing, signoff and production migration.

  • You will lead the architectural design and implementation of a cross-functional / cross LoB Contact Centre Application Integration Solutions.
    Candidate must be experienced in Genesys Engage/Genesys Engage Cloud/Genesys Cloud to help maintain and develop call center related applications.

  • As a Genesys Engineer, you will be participating in design sessions and subsequently develop call center related applications and support user testing, signoff and production migration.

  • Designing, developing and supporting Genesys Engage/Genesys Engage Cloud(or PEC) and Genesys Cloud solutions. This would include developing solutions using Composer, WDE and Genesys SDK for Engage, Designer for Engage Cloud and Architect for Cloud.

The candidate must be able to work in an environment leveraging agile practices, ability to develop, managing Genesys configuration and thrive in a dynamic environment.

Primary Job Duties & Responsibilities

Your core competencies include the following:

  • Expertise in Genesys Cloud / Genesys Engage Cloud / Genesys Engage
     Certification in GCA/GCP and/or Genesys Engage Knowledge of IVR, speech analytics, CRM integration, UCaaS, CCaaS, NLU, WFO, WFM.

  • Well-developed skills in drafting technical and sales proposals, including call flow functional specifications and design documents.

  • Strong team orientation and a collaborative approach to achieving customer’s requirements.
     Perform complex analysis, advanced level design, configuration and develop functions for impactful and high-visibility tasks.

  • Take the lead on directing and implementing solutions to moderately complex, loosely scoped problems that are aligned with team goals.

  • Deliver efforts both independently and by leading other team members.

  • Lead investigation and resolution efforts for critical, high impact problems, defects, and incidents.

  • Act as a technology advocate, independently seeking opportunities where technology can be utilized to improve the business.

  • Provide technical guidance and mentorship while fostering a team environment.

  • Apply knowledge of current industry trends and techniques to formulate solutions within the context of assigned efforts.

  • Analyze and understand functional business requirements and design specifications

  • Translating the client's business requirements into specific system, application or process designs for large, complex or leading-edge solutions.

  • Identify functional requirements, lead others in the identification, justification, design and implementation of the client's contact centre.

  • Design, develop, enhance and implement custom applications and integrate custom solution with other back end solutions.

  • Contact Centre Platform, Routing, Reporting, Computer to Telephony (CTI) and Voice Automation (IVR) technologies.

  • Proficiency in Client-Server Architecture, Design and Implementation
     Knowledge of Network Computing Architecture and related technologies (ie: VoIP ).Strong background in Application Design and Development is needed.

  • Project Management Methodologies (WWPMM), processes, and tools
     Project Planning and Estimating- Pre sales and Proposal Development.

  • Work with project manager and provide work/time estimates.

  •  Experience with Call Recording, Routing, Reporting, IVR, CTI, and Voice Contact Center Technologies, Cisco Contact Centre, Verint/Witness, Genesys, Avaya solutions.

  • Implement complex yet robust Inbound and Outbound call routing call flows using the following Tools and Technologies: Genesys Framework and Management,GVP (Genesys Voice Portal), Nuance, Java and VXML for IVR (Interactive Voice Response), Virtual Hold, Verint, Avaya, Genesys Infomart, CCA, CCPulse+, Cognos, Oracle 10g/11g/12c, MS SQL 2008 R2 and Cyara. Install, Configure, Upgrade, migrate, administer and maintain the Call Center Infrastructure, troubleshoot and resolve issues by coordinating with Product Vendor as necessary.

  • Create and maintain system documentation, policies, and procedures as part of knowledge management. Responsible for supporting custom tools developed in the company.
     Perform other similar professional responsibilities as assigned.


Minimum Qualifications .

  • Degree in Computer Science, Software Engineering or equivalent.

  • 10+ years as an Architect working on large scale enterprise wide system architecture, development and deployment Cloud Architect (certification is an asset).

  • 5+ years of TOGAF or similar framework Identity Access Management such as oAuth2, OIDC, SAML, FIDO HL7, SNOMED, IHE or others.

Education, Work Experience, & Knowledge

  • Experience related Genesys Configuration/Development experience preferred.

  • Experience with IVR or Call Center platforms will be an asset.

Job Specific Technical Skills & Competencies

  • Must have good verbal, written, and interpersonal skills.

  • Fast learner and ability to quickly adapt new technologies.

  • Demonstrated ability to achieve results under limited supervision.

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