Crükus Virtual Staffing

Solutions Engineer

• Lead the design and delivery of a high-impact Genesys Cloud CX implementation for an enterprise client
• Serve as the technical authority on the Genesys Cloud platform
• Own the end-to-end solution architecture across routing, IVR, outbound dialer, reporting, and integrations
• Translate complex business and operational requirements into scalable, resilient contact center architectures
• Design and oversee data extraction strategies leveraging the Genesys Cloud Analytics API, Platform API, conversation detail records, and event streaming
• Own outbound dialer architecture, including campaign design, dial attempt extraction, and compliance considerations
• Troubleshoot complex platform issues across routing, telephony, integration, and reporting layers
• Produce architecture diagrams, integration specifications, and reference documentation

Senior Genesys Cloud CX Solution Architect

Platform Engineer

• Architect, configure, and maintain NICE CXone / NICE inContact / NICE Engage platforms at an enterprise scale
• Lead end-to-end platform implementations, migrations, and major upgrades
• Design and optimize IVR flows, call routing strategies, ACD configurations, and omnichannel contact flows
• Integrate NICE platform with enterprise CRM and ticketing systems (e.g., Salesforce, ServiceNow, Microsoft Dynamics)
• Serve as a senior technical point of contact for US-based Fortune 100 client stakeholders
• Drive platform governance, security configurations, user provisioning, and access management
• Lead troubleshooting of critical incidents and platform outages with urgency and precision
• Develop architectural documentation, technical runbooks, SOPs, and integration specs
• Provide technical mentorship and guidance to junior engineers and platform administrators
• Collaborate with business stakeholders to translate complex requirements into scalable platform solutions
• Own reporting, analytics, and WFM/QM module configuration as needed
• Participate in change management, release planning, and Agile/ITIL delivery processes

NICE Platform Engineer

Administrative Assistant

• Identify which customers require follow-up.
• Send scripted follow-up emails.
• Respond to payment-related inquiries.
• Research invoice discrepancies and payment history.
• Verify ACH payments, checks, and payment status.
• Track purchase orders (POs).
• Navigate and update CRM records.
• Research payment history.
• Track invoice status.
• Maintain accurate notes and documentation.
• Assist with other AdHoc tasks as needed.

Senior Genesys Cloud CX Solution Architect

NICE Platform Engineer

Accounts Receivable Administrative Assistant