Contact Center Solutions Architect
ICBC (Insurance Corporation of British Columbia)
full-time
Posted on:
Location Type: Hybrid
Location: North Vancouver • Canada
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Tech Stack
About the role
- Serve as the lead technical architect for complex Genesys Cloud projects, ensuring high-quality solution delivery for enterprise or strategic customers.
- Provide guidance to configure, integrate, and deploy Genesys Cloud solutions in alignment to best practices.
- Collaborate with Business leaders and SME to define project scope, deliverables, and timelines as it relates to the delivery of Genesys capabilities and features.
- Collaborate with IT architects internally, vendors and external partners and system integrators (Sis) to provide solutions architectures and designs for our Contact Centers.
- Provide technical mentorship and training for internal teams and customers.
- Identify and resolve engagement-related challenges proactively, escalating issues when appropriate.
- Guide the IT Contact Center team to best practices where required in having oversight to the overall technical solutions architecture and design.
- Deliver presentations and provide consultations with internal business leads and IT leadership as the subject matter expert in the Contact Center Solutions Domain.
Requirements
- Bachelor’s degree in computer science, Telecommunications, Computer Engineering, or related field (or equivalent technical experience)
- 5-7 years of relevant professional experience, including at least 3 years with Genesys Cloud solutions with expertise in Genesys Cloud CX3 capabilities and App Foundry development practices.
- Understanding and practical knowledge in CISCO Telephony and networking solutions.
- Strong proficiency with Amazon Web Services (AWS) and firsthand experience with application development using APIs, JSON, and JavaScript.
- Sound understanding of IT Security best practices relating to Genesys Cloud Security and Contact Center Solutions Security as a whole.
- Demonstrated ability to lead large-scale, fast-paced technical projects.
- Proven skills in communicating complex technical concepts clearly and effectively.
- Ability to develop and present from IT technical leads to senior management leads.
- Familiarity with diagnostic and documentation tools such as Wireshark, Microsoft Visio, and Microsoft Office Suite.
- Strong written and verbal communication, including escalation management.
- Customer-centric mindset with strong problem-solving and organizational skills.
- Ability to manage time effectively and work independently or in collaborative team environments.
Benefits
- ICBC provides comprehensive and flexible benefit coverage to all eligible employees including a defined benefit pension plan.
- Three options of health and dental coverage. Two of those options fully paid by ICBC and with access to Flex credits.
- 100% employer paid life insurance, long term disability and travel insurance.
- Sick leave plan – 100% of pay for a period of a maximum of 8 weeks plus 85% of your pay for a subsequent period of up to 9 weeks.
- Additional optional insurance coverages.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Genesys CloudGenesys Cloud CX3App Foundry developmentCISCO Telephonynetworking solutionsAmazon Web Services (AWS)APIsJSONJavaScriptIT Security best practices
Soft skills
technical mentorshipproblem-solvingorganizational skillscommunicationescalation managementtime managementcollaborationleadershippresentation skillscustomer-centric mindset