Contact Center Solutions Architect

🕒 Abril 23

Candidatar-se

Encontrar Vagas Remotas Similares

Configurar Alerta de Email para Novas Vagas

📊 Verifique sua pontuação de currículo para esta vaga

Melhore suas chances de conseguir uma entrevista verificando sua pontuação de currículo antes de se candidatar.

Enviar Currículo

The Trevor Project

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 1998

🏥 Saúde

💼 Consultoria

🤲 Filantropia

Healthcare • Consulting • Charity

O Trevor Project é a principal organização sem fins lucrativos de prevenção ao suicídio e intervenção em crises para jovens LGBTQ+, oferecendo suporte de aconselhamento 24 horas por dia, 7 dias por semana. Eles oferecem uma gama de serviços, incluindo apoio em crises, advocacy, pesquisa, suporte entre pares e educação pública para promover o bem-estar dos jovens LGBTQ+. A organização realiza pesquisas para informar formuladores de políticas, apoia uma comunidade internacional através do TrevorSpace e educa aliados e educadores sobre as necessidades dos jovens LGBTQ+. O Trevor Project se engaja com a comunidade por meio de parcerias, oportunidades de voluntariado e iniciativas de arrecadação de fundos, com o objetivo de criar um ambiente de apoio para jovens LGBTQ+ em toda parte.

Descrição

• Design, implement, and maintain the contact center platform including voice, chat, SMS, and WhatsApp in a Genesys Cloud and Salesforce environment. • Develop solutions along the development lifecycle, from requirements gathering to architectural design to implementation including a demonstrated understanding of microservices architecture challenges and solutions. • Understand advances and changes in technology landscape and work directly with technology partners to evaluate and implement improvements on existing solutions. • Identify opportunities to integrate non-biased, secure, and ethical LLM/GenAI technologies into the contact center. • Collaborate extensively with internal stakeholders (Crisis Intervention, Development, Prevention teams, etc.) to gather requirements, understand user needs, and ensure technology solutions effectively support our mission. • Assist with development and implementation of technology-related policies. • Provide tier 3 support to troubleshoot and resolve complex issues in a high availability environment. • Create detailed documentation for the purpose of support and maintenance of the contact center platform. • Use platform-independent programming languages such as Python, JavaScript, Go, or others, using what best suits the task at hand, you will be empowered to select the best language or technology. • Provide administrative support for Atlassian suite of products (Jira, Confluence, QMetry, etc). • Provide mentorship to, and performance feedback relating to, junior members of the Contact Center Technology team. • Assist team manager and product owner with managing the product backlog for contact center technologies, creating clear user stories, defining acceptance criteria, and ensuring alignment with strategic objectives. • Other relevant tasks, duties, or special projects as assigned.

🎯 Requisitos

• Bachelor’s degree in Software Engineering, Computer Science, or related field **OR** equivalent work experience. • Advanced proficiency in Genesys Cloud and extensive experience with Salesforce, GCP, and AWS; including in-depth understanding of APIs, integration patterns, relational databases as well as NoSQL, and data management. • Proven experience in contact center architecture and solution design using industry best practices. • Experience in Large Language Models (LLM) and Generative Artificial Intelligence (GenAI) with a focus on evaluating and implementing secure and ethical applications of these technologies. • Record of building and maintaining custom integrations and applications using custom and vendor-provided APIs. • Functional knowledge of contact center historical and real-time reporting and monitoring tools. • Functional knowledge of design and integration of WEM/WFM applications. • Ability to build and troubleshoot workflows for inbound voice, webchat, SMS, and social media based on business requirements. • Proficiency in spoken and written English.

🏖️ Benefícios

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