Back to jobs
New

Genesys/NICE Solutions Architect

India

About SimpliSafe

We're a high-tech home security company that's passionate about protecting the life you've built and our mission of keeping Every Home Secure. And we've created a culture here that cares just as deeply about the career you're building. Ours is a no-ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities and make a huge impact on the lives of all those who we protect. We don't just want you to work here. We want you to grow and thrive here.

We are partnering with a local India firm called Kaamwork to build out an Engineering presence in India. We are setting up a new cloud engineering team in India.

What You’ll Do

Our team is dedicated to creating seamless omnichannel engagement to meet the customer where/when they desire and increase FCR through the optimization of our cloud based contact center solutions supporting both human and virtual agents. This role is focused on our suite of contact center solutions, including but not limited to: (IVR, routing, analytics, WFM, bot, knowledge base).

  • Implement enhancements to our Genesys Cloud CX platform such as Move, Add, Change, Delete configurations for: people, roles, queues, locations, workspaces, wrap-up codes, ACD skills, DID and Extension number, pools, phones, phone templates
  • Perform voice bot development in Genesys by creating flows, configuring intents and utterances, building tasks and states, and performing unit and flow testing
  • Perform administrative support for our NICE workforce management platform by creating and modifying activity codes, skills, scheduling units and rules.
  • Assist in troubleshooting technical issues related to Genesys Cloud CX and provide support during implementation and post-deployment stages.
  • Partner with Program and Product Managers to scope feasibility of feature enhancements to our Genesys Cloud CX platform and propose platform optimization recommendations and solutions
  • Support the evaluation of CCaaS technologies and platforms helping the team make informed decisions on tools, frameworks, and technologies.
  • Assist in integrating Genesys Cloud CX with other business systems, such as CRM tools and third-party applications, ensuring seamless data flow and optimized performance.
  • Help maintain and update technical documentation, including architecture diagrams, configuration guides, and integration workflows.
  • Work directly with vendor partners to influence product roadmaps, rollouts, timelines, and other planned and unplanned priorities to align with our organizations needs 
  • Perform platform enhancements and updates as prioritized by the product pipeline process 
  • Stay updated on the latest developments in Genesys Cloud CX technologies, cloud platforms, and industry trends to continually improve your technical expertise and contribute to innovative solutions.

What You’ll Bring

  • BA/BS preferred in Computer Science, Information Technology, Engineering, or a related field.
  • 3-5 years of experience working with Genesys Cloud CX, designing, implementing and creating technical documentation.
  • NICE workforce management administrative experience is a desired skill set 
  • Experience with Sprinklr Service, Seismic and/or Stonly, designing, implementing and creating technical documentation. 
  • Experience with system integration concepts (APIs, Web Services, RESTful APIs).
  • Understanding of AI technologies and best practice
  • Familiar with Agile or Scrum methodologies, best practices on QA and regression testing to ensure quality deliverables
  • Comfortable working across different cultures, locations, and time zones.
  • Self starter with strong organizational skills with the ability to manage multiple projects 
  • Analytical and capable of making data-driven decisions
  • A proactive attitude with the ability to learn quickly and thrive in a dynamic environment

Apply for this job

*

indicates a required field

Resume/CV

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf


Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in SimpliSafe’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.