Contact Center Solutions Architect

🕒 April 23

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The Trevor Project

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1998

🤲 Charity

🤝 Non-profit

🌍 Social Impact

Charity • Non-profit • Social Impact

The Trevor Project is the leading suicide prevention and crisis intervention nonprofit organization for LGBTQ+ young people, providing counseling support 24/7. They offer a range of services including crisis support, advocacy, research, peer support, and public education to promote the well-being of young LGBTQ+ individuals. The organization conducts research to inform policymakers, supports an international community through TrevorSpace, and educates allies and educators about the needs of LGBTQ+ youth. The Trevor Project engages with the community through partnerships, volunteer opportunities, and fundraising initiatives, aiming to create a supportive environment for LGBTQ+ young people everywhere.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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