CCaaS Architect

As a CCaaS Architect at Peraton, you will be responsible for leading the transition to cloud-based contact center solutions, specifically focusing on Genesys Cloud CX and PureConnect. You'll collaborate with project managers and teams to ensure business requirements are met, provide high-level customer service, and maintain clear communication with clients. Your role will also include resolving incidents, mitigating risks, and producing operational reviews.

To qualify for the CCaaS Architect role at Peraton, candidates must possess a Bachelor’s degree and at least 5 years of relevant experience in unified communications and contact centers. You should have a solid background in Genesys Cloud CX and PureConnect, as well as familiarity with tools like ServiceNow and Jira. Additionally, knowledge of networking, cloud environments, and SIP is essential.

A CCaaS Architect contributes to customer satisfaction at Peraton by serving as a key advocate for customers, ensuring their needs are addressed effectively. This role focuses on delivering best-in-class user experiences, resolving incidents in a timely manner, and communicating clearly throughout the process. By taking ownership of issues and working collaboratively with other teams, you help enhance customer trust and satisfaction.

A CCaaS Architect at Peraton should have hands-on experience with ServiceNow, Jira, and Confluence (or Rally). Proficiency in cloud-based environments such as Amazon AWS and Microsoft Azure is critical, along with a strong understanding of application integrations and connectors. Knowledge of networking protocols, SIP, and related technologies is also vital for success in this position.

While it's not strictly required, having certifications such as the Genesys Cloud CX Professional Certification or Genesys Cloud CX Architect Certification is highly preferred. These certifications demonstrate your expertise and commitment to the field, giving you a competitive edge for the CCaaS Architect role at Peraton.

Talk about specific projects you've worked on that involved Genesys Cloud CX, detailing your role, the challenges faced, and how you overcame them. Highlight your technical skills and your ability to deliver optimal solutions using this platform.

Discuss your systematic approach to identifying, analyzing, and resolving incidents. Share an example of a significant incident you managed, what steps you took to resolve it, and how you ensured minimal disruption to service.

Emphasize the importance of clarity and transparency in communication. Mention specific tools and methods you use to keep stakeholders informed, as well as how you tailor your communication style to different audiences.

Share your commitment to professional development, including any industry publications you read, conferences you attend, or online courses you take. Mention how this knowledge influences your work and how you apply it to improve solutions.

Provide an example where you successfully led a team through a transformation, detailing the challenges faced, your leadership style, and the outcome. This demonstrates your capability to manage change effectively.

Discuss your familiarity with cloud solutions like AWS or Azure. Share specific projects where you leveraged cloud technologies, explaining how it enhanced performance or scalability of contact center solutions.

Explain your perspective on customer advocacy, or how you ensure that customer needs are prioritized in solution design. Use examples to illustrate how you've successfully balanced technical requirements with customer satisfaction.

Discuss your methodology for monitoring performance metrics, troubleshooting issues, and conducting regular operational reviews. Highlight any frameworks you use to assess and enhance solution performance.

Provide a specific example that demonstrates your project management skills, highlighting key metrics of success (e.g., improved efficiency, customer satisfaction ratings). Discuss the role you played and the impact of the project.

Discuss current industry challenges such as scalability, security concerns, or rapid technological advances. Share your thoughts on how you would address these challenges as a CCaaS Architect.