Lead Solutions Architect - Genesys Cloud platform

| Greater Boston Area

Description

 

The Lead Solutions Architect works with user groups to solve business problems with available technology including hardware, software, databases, and peripherals. The Lead Solutions Architect works on problems of diverse scope and complexity ranging from moderate to substantial.

 

Responsibilities

 

Primary Responsibilities:

  • Partner with product managers and product owners to understand business needs and develop architecture solutions and blueprints for the customer experience center platform solutions
  • Lead and govern technical solutions meeting functional/non-functional requirements and drive technology solution implementations
  • Establish cloud platform governing and operating model
  • Provide best practice recommendations and optimization opportunities within the contact center experience platform
  • Collaborate with internal and external stakeholders for the solution, designing and implementing customer experiences using Genesys PureCloud platform
  • Experience as a Cloud Architect involving large scale cloud contact center experience using Genesys PureCloud platform
  • Experience in implementing capabilities including (but not limited to): Omni-channel – “Queuing, routing, and experience”, Softphone, Voice Authentication, Desktop Process Automation and Analytics, Speech Analytics, Call Recording, Workforce Management, AI/ML, Chatbots, etc.
  • Experience implementing Genesys Workforce Optimization (WFO) and Workforce Engagement Management (WEM)
  • Experience architecting and designing complex Queuing/Routing, Call Flow, Conversational flows using Genesys PureCloud Architect
  • Experience building conversational applications (e.g. Google Dialogflow, IBM Watson Assistant, or Amazon Connect)
  • Experience integrating Genesys PureCloud with CRM Application (Salesforce & MS Dynamics)
  • Technically hands-on experience with setting up pilots and POC for solution evaluations on the SaaS platform
  • Good understanding of public cloud (AWS) computing architectures and services. Experienced in the use of cloud-native technologies, cloud cybersecurity, and implementation patterns
  • Architecture development experience across Business, Application, Data and Technology domains
  • Excellent communication and influencing skills
  • Experience of leading major strategic business and IT transformation programs
  • Ability to explain complex technical issues in a way that non-technical people may understand
  • Proven track record of the mentoring team in adopting new technologies
  • Working with vendors to enhance tool capabilities to meet enterprise needs
  • Using agile methodologies (ex: SAFe), have experience with a waterfall as well

               

Required Qualifications

  • Bachelor's Degree
  • 8 years of progressive information technology experience directly related to architecture/engineering, information security, or other specialized technology field
  • Must be passionate about contributing to an organization focused on continuously improving consumer experiences

 

Preferred Qualifications

  • Master's Degree
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
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    • CassandraDatabases
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Location

Our bright, brand new, open-concept offices are located in the bustling Seaport district surrounded by like-minded high-tech and start-up companies.

An Insider's view of Humana Studio_h

What’s the vibe like in the office?

The Boston office is very open and built to make conversations & interactions easier. It’s easy to reach out to people (at any level) to ask for help, input, or just have a casual chat. There are 2 community managers who also help to plan events throughout the week for associates (e.g., yoga, happy hour, games). It’s a super lively environment!

Nanxi Ling

Experience and Transformation Lead

What projects are you most excited about?

The opportunity to be part of launching new products and care plans from greenfield by leveraging the latest technology stack and building best in class experience for both internal and external facing user applications, that will ultimately help us a company to focus on “Whole Person Health” rather than being than being a transaction system.

Kapil Sibal

AVP, Software Engineering

What are Humana Studio_h Perks + Benefits

Humana Studio_h Benefits Overview

• 401(k) with 125% match on first 6% contributed
• Associate Incentive Plan (AIP)
• Personal Time Off (PTO)
• Two Personal Holidays in addition to other major holidays
• Volunteer Time Off (VTO)
• Tuition Assistance
• Parental Leave / Caregiver Leave
• Comprehensive medical, dental, and vision insurance with subsidized premiums
• Life & Disability Benefits
• Adoption Assistance
• $2,500 Associate Referral Bonus for qualified positions
• Wage Works parking and commutation pre-tax benefit
• Charitable Matching Gift Program
• Network Resource Groups

Culture
Volunteer in local community
Volunteerism at Humana is part of our DNA - each employee is given 2 full days per year to designate to the cause of their choice. Volunteer on your own or with your team.
Partners with Nonprofits
Humana Foundation, Bold Goal Initiatives + MANY MORE!!!
Eat lunch together
Intracompany committees
Cross organization projects and initiatives, Network Resource Groups
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Humana is ranked #42 on DiversityInc's Top 50 Companies for Diversity and Inclusion. Our CEO Bruce Broussard Chairs the Executive Diversity Council and sets our agenda.
Unconscious bias training
Humana is partnering with Cook Ross, renowned consulting firm with deep expertise in Unconscious Bias to ensure that everyone can bring their whole self to work.
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Humana's retirement plan is administered by Charles Schwab and offers a broad selection of stocks, bonds and international index funds to choose from.
401(K) Matching
Humana provides employees with a 401(k) matching plan managed by Charles Schwab. We match 125% of contributions up to 6% of an employee's annual gross pay.
Performance Bonus
The Associate Incentive Plan, or AIP, enables us to recognize associates for their contributions to the company's performance and outstanding contributions to those we serve.
Match charitable contributions
The Humana Foundation will match your donation dollar for dollar up to $100 per calendar year; or $2 for every $1 if you donate to an active Humana Foundation grant recipient.
Child Care & Parental Leave Benefits
Generous Parental Leave
Parental Leave provides up to 6 weeks of paid time away from work to bond with your newly born, adopted, or fostered child. The Parental Leave benefits are available to both the primary and secondary
Flexible Work Schedule
Humana provides employees with a flexible work schedule that includes Core hours but is at the discretion of leadership.
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Adoption Assistance
We reimburse up to $5000 for eligible adoption expenses and 6 weeks of paid leave, 6 weeks unpaid.
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Our employees receive 16 hours per year of paid volunteer time.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Humana offers a pre-tax commutation benefit through Wage Works.
Game Room
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like Annual individual budget for training, Onsite training courses, The ability to attend job related conferences and seminars.
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 program, 1-to-many program, Cross-department program, Career mentoring, Leadership mentoring.
Online course subscriptions available
Paid industry certifications
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