RemoteLeaf Logo
Log in Sign up

Contact Center Solutions Architect

3 hours, 33 minutes ago
United States
Full-time
Senior
Solutions Architect
Software Development
AWS Confluence GCP Generative AI Go JavaScript JIRA LLM Microservices Python Salesforce
Apply Now
The Trevor Project

The Trevor Project

The Trevor Project is a leading national organization that provides lifesaving and life affirming services to LGBTQ+ youth. They offer crisis intervention and suicide prevention through various platforms such as the Trevor Lifeline, TrevorChat, TrevorT...

Diversified Consumer Services
251-1K
Founded 1998
View All Jobs 6

Description

  • Design, implement, and maintain the contact center platform across voice, chat, SMS, and WhatsApp in a Genesys Cloud and Salesforce environment.
  • Develop solutions across the full lifecycle from requirements gathering and architectural design to implementation.
  • Evaluate new technology capabilities and work with technology partners to improve existing solutions.
  • Identify opportunities to integrate secure and ethical LLM and GenAI technologies into the contact center.
  • Collaborate with internal stakeholders to gather requirements, understand user needs, and ensure solutions support the mission.
  • Assist with developing and implementing technology-related policies.
  • Provide tier 3 support to troubleshoot and resolve complex issues in a high-availability environment.
  • Create detailed documentation to support the maintenance and operation of the contact center platform.
  • Provide administrative support for Atlassian products including Jira, Confluence, and QMetry.
  • Mentor junior team members and help manage the product backlog, including user stories and acceptance criteria.

Requirements

  • Bachelor’s degree in Software Engineering, Computer Science, or a related field, or equivalent work experience.
  • Advanced proficiency in Genesys Cloud.
  • Extensive experience with Salesforce, Google Cloud Platform (GCP), and Amazon Web Services (AWS).
  • In-depth understanding of APIs, integration patterns, relational databases, NoSQL, and data management.
  • Proven experience in contact center architecture and solution design using industry best practices.
  • Experience evaluating and implementing secure and ethical LLM and GenAI applications.
  • Record of building and maintaining custom integrations and applications using custom and vendor-provided APIs.
  • Functional knowledge of historical and real-time contact center reporting and monitoring tools.
  • Functional knowledge of WEM/WFM application design and integration.
  • Ability to build and troubleshoot workflows for inbound voice, webchat, SMS, and social media based on business requirements.
  • Proficiency in spoken and written English.
  • Authorization to work for any employer in the United States; no visa sponsorship provided.
  • Preferred/valued experience with microservices architecture challenges and solutions.

Benefits

  • Comprehensive health coverage, including plans that support various gender affirmation care needs.
  • Mental health resources, including virtual care and in-network/out-of-network support options.
  • 403(b) retirement plan with a 3% employer match and three-year vesting.
  • Generous paid time off and company holidays.
  • Employee Assistance Program with emotional support, work-life, financial, and legal guidance.
  • Remote work flexibility from anywhere in the continental U.S., Alaska, or Hawaii.
  • Provided technology, a home office setup reimbursement, and a monthly internet reimbursement.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

SecurityScorecard

Solutions Architect

SecurityScorecard 251-1K IT Services

SecurityScorecard is hiring an experienced Solutions Architect to partner with U.S. sales teams on pre-sales technical engagements for its cybersecurity ratings platform.

United States Full-time Senior Solutions Architect
$100k-$195k
Cybersecurity
29 minutes ago
Miro

Solutions Architect

Miro 1K-5K Internet Software & Services

Miro is seeking an Innovation Architect to serve as a Solution Architect within its Miro Optimization Services & Training (MOST) program, helping enterprise customers turn business strategy into scalable collaboration solutions in Miro.

Japan Full-time Senior Solutions Architect
Agile Confluence Figma JIRA
1 hour, 15 minutes ago
NeuraFlash

Salesforce Solution Architect, Revenue Cloud

NeuraFlash 251-1K IT Services

NeuraFlash, Part of Accenture is hiring a Revenue Cloud Solution Architect to lead Salesforce Revenue Cloud transformation work that modernizes Quote-to-Cash processes and improves revenue operations for enterprise clients.

United States Full-time Senior Solutions Architect
$87k-$266k
Generative AI Microsoft Dynamics 365 NetSuite REST API Salesforce Salesforce Apex
3 hours, 14 minutes ago
CI&T

[Job-29002] AI Architect (AWS), Colombia

CI&T 5K-10K Internet Software & Services

CI&T is hiring an AI Architect (AWS) in Colombia to lead the development and delivery of AI-driven products for production environments within a remote, Agile setting.

Colombia Full-time Lead Solutions Architect
Agile AWS C# CI/CD Deep Learning Flask Git Java JIRA NLP Python Spring Boot
3 hours, 36 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers