Job Description 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 Hourly Rate: 70-80/hr Salary: $145,000-165,000 We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .     To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ . Skills and Requirements Bachelors 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 of cloud-based environments (Amazon AWS, Microsoft Azure), Application Integrations and Connectors, and Authentication. Strong knowledge on SIP, SBCs, 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. null We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.