Job Listing

Austin, TX
Cloud Solutions Architect - Solicitation# 529400972
Texas Health and Human Services Commission (HHSC)

This contract may continue through August 2025. This position will serve as the Cloud Solutions Architect for HHSC state owned Genesys CX3 CCaaS Cloud solution. Responsibility will include installation, implementation, and configuration of the Genesys CX3 platform. You will work closely with HHSC resources and vendor resources for support and management of the platform. This position will serve as a technical resource for configuration of and integration of HHSC Enterprise Telecom Cloud solutions and supporting components for Genesys. 
• Candidate will demonstrate professionalism and leadership in representing HHSC Enterprise Telecom to customers and vendors.
• Utilizes high level expertise to address more difficult situations, both from a technical and customer service perspective.
• Provides support and guidance to more junior team members, particularly for challenging and sensitive assignments.
• Provides support and guidance to team members, particularly for challenging and sensitive assignments.
• Assesses customer needs and makes configuration recommendations.
• Setup and configuration from a selection of Genesys products, as well as other select vendors, for our client base.
• Opens and/or manages vendor support tickets.
• Interacts closely with Project Management to deliver projects that are done on time and on budget.
• Handles Project Management duties for select projects, including: Meeting with customers to review project scope and validate design; Determining tasks to be completed and completing data collection; Maintaining issues and change log; Coordinating with management on out of scope requests and change orders; Following up to ensure timelines and project requirements have been met.
• Updates Genesys Cloud configuration to reflect changes in system configuration.
• Conducts system set-up as required.
• Performs complete and thorough documentation via our internal ticketing process to ensure each issue has accurate tracking from problem reporting to resolution.
• Provides technical pre-sales engineering assistance as needed
Position will be 4 days remote with 1 day (Wednesdays) required to be onsite at the location listed above. Program will only allow candidates who are LOCAL ONLY.
 

Minimum Requirements: Candidates that do not meet or exceed the minimum stated requirements (skills/experience) will be displayed to customers but may not be chosen for this opportunity.
Actual Years Experience	Years Experience Needed	Required/ Preferred	Skills/Experience
	8	Required	Telephony/VoIP experience with a focus on Contact Center applications
	8	Required	Experience with a focus on cloud based contact center applications CCaaS
	8	Required	Experience with Genesys CX Cloud installation, implementation and configuration
	8	Required	Advanced hands-on experience in migration strategy planning and execution from a legacy on premise/ hosted contact center platform to a CCaaS Genesys platform.
	8	Required	Architect Call flows, IVRs, skills, permissions, roles, data points, user, etc.
	8	Required	Strong understanding of communication infrastructure, device compatibility and integration with CCaaS platforms.
	8	Required	Hands on experience and knowledge with cloud providers (Genesys, Google Cloud, AWS).
	8	Required	Strong proficiency with configuring and optimizing cloud platforms for telecom applications, ensuring performance, reliability, and security
	8	Required	Ability to comprehend, analyze, and research problems of a complex nature, make reasonable decisions, and recommend solutions.
	8	Required	Ability to provide technical expertise and guidance to internal teams and external customers on cloud-based solutions.
	8	Required	Ensure compliance with regulatory requirements and industry standards for financial institutions implementing services in the cloud.
	8	Required	Ability to quickly adapt to changes in process, requirements, goals, and organizational change.
	8	Required	Requires excellent communication skills, analytical ability, strong judgment and management skills, and the ability to work effectively with client and IT management and staff.
	8	Required	Improves systems by studying current practices, designing modifications. Recommends controls by identifying problems; writing improved procedures.
	8	Required	Prepares technical reports by collecting, analyzing, and summarizing information and trend.
	8	Required	Provides engineering support for large-scale 24x7 operational environment, including off-hours
	8	Required	Advanced verbal and written communication skills.
	8	Required	Effective organizational, planning and time management skills.
	4	Preferred	Work with developers on reporting, API integration, 3rd party app integration. Expertise on full set of Genesys API (ex. Analytics. BI, user management, etc.)
	4	Preferred	Strong proficiency with monitoring and troubleshooting telecom services and infrastructure in the cloud, addressing performance issues and outages promptly
	4	Preferred	Advanced database and presentation software skills.
	4	Preferred	Advanced research, analytical, and problem solving skills.
	4	Preferred	Genesys cloud certified

I need Three References

 

Reference Name (Required):
Title (Optional)
Company Name (Required):
Phone Number (Required include area code):
E-mail address (Optional):
Professional Relationship (Optional):

  Peer                                                                      Co-Worker                                                                                                                                                Supervisor

  Customer                                                             End-User                                                                                                                                                   Subordinate

 

Reference Name (Required):
Title (Optional)
Company Name (Required):
Phone Number (Required include area code):
E-mail address (Optional):
Professional Relationship (Optional):

  Peer                                                                      Co-Worker                                                                                                                                                Supervisor

  Customer                                                             End- User                                                                                                                                                 Subordinate

 

Reference Name (Required):
Title (Optional)
Company Name (Required):
Phone Number (Required include area code):
E-mail address (Optional):
Professional Relationship (Optional):

  Peer                                                                      Co-Worker                                                                                                                                                Supervisor

  Customer                                                             End- User                                                                                                                                                 Subordinate