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Applications Architect 0973

Austin, TX

Austin, TX
Applications Architect - Solicitation# 529400973
Texas Health and Human Services Commission (HHSC)

This contract may continue through August 2025. This position will serve as the Application Architect for HHSC state owned Genesys CX3 CCaaS Cloud solution. Responsibilities will include implementation of Genesys CX3 CCaaS platform architect flow familiar with best practices, design, and configuration experience. It is important that they have great people skills and a passionate about the Genesys CX3 CCaaS platforms capabilities. This position 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 Genesys CX3 CCaaS platform. Additionally, this role will be a subject matter expert for Telephony SBC, VoIP, and SIP services for integration with the CCaaS platform.

• The ideal candidate for this role will have good leadership skills, with appropriate technical expertise.
• Good understanding of networking topologies and their associated interconnectivity with the LAN/WAN infrastructure, Contact Centre infrastructure.
• Ability to maintain a strong vendor communication/relationship.
• Be part of a team that performs sustainable continuous improvement, identifying and removing organizational barriers affecting the team, processes and products owned.
• Maintain an agile mind-set by adopting the practices and processes identified as being required for our domain, leveraging agile delivery methods.
• Work with business stakeholders to understand requirements and develop solutions.
• Conduct discovery sessions to understand the current process. Preparing design documents basis discovery outcome sand finalize the delivery scope.
• Perform walkthrough of delivery scope to the development team and getting it implemented.
• Preparing project plan, action trackers and ensure timelines are met.
Position will be 4 days remote with 1 day (Wednesdays) required to be onsite at the location listed above. Program will 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
	6	Required	Experience within Telecommunication having worked on Contact Center Technologies.
	6	Required	Dialer optimization: deep knowledge of Inbound and Outbound (preview, power, progressive) call routing.
	6	Required	Routing logic experience, configuration of Queues and Skills and associated routing (Standard, Bullseye or Preferred Routing).
	6	Required	Real time troubleshooting IVR call flow, telephony, call quality, functionality and usability verification.
	6	Required	Day-to-day management and support including call routing, agent creation, IVR, phone queues and reporting.
	4	Required	Experience with Genesys Architecture and Integration of various / multiple channels into Genesys.
	4	Required	Provide subject matter expertise in Genesys PureCoud Contact Center and AppFoundry integrations.
	4	Required	Drive the decision-making processes for Call Center Design, Implementation and Support.
	4	Required	Architect Call flows, IVRs, skills, permissions, roles, data points, user, etc.
	4	Required	Design, implementation, and support of Genesys Cloud solutions, including the migration of Genesys on-premises to cloud.
	4	Required	Genesys on prem to cloud migration experience required.
	4	Required	Integrate Genesys Cloud with other systems and applications.
	4	Required	Maintain and support Genesys Cloud solutions.
	2	Preferred	Work with business stakeholders to understand requirements and develop solutions.
	2	Preferred	Stay up to date on Genesys Cloud technologies and best practices.
	2	Preferred	Implement network security.
	2	Preferred	Conducting discovery sessions to understand the current process. Preparing design documents basis discovery outcome sand finalize the delivery scope.
	2	Preferred	Walkthrough of delivery scope to the development team and getting it implemented.
	2	Preferred	Conducting train, the trainers program.
	2	Preferred	Managing and helping the development team.
	2	Preferred	Preparing project plan, action trackers and ensure timelines are met.
	2	Preferred	Implement SBC solution.
	2	Preferred	Install, Configure, test SBC across regions.

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Peer Co-Worker Supervisor

Customer End- User Subordinate

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

Peer Co-Worker Supervisor

Customer End- User Subordinate

Applications Architect 0973

Austin, TX

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