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Contact Center Solutions Architect

1 month, 1 week 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 3

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

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