Grand Bay-Westfield, New Brunswick, Canada
Responsible for scalable solution design leveraging automation to reduce time to market deliverables. Leading new product design and implementation standards. Defining load test scenarios, execution method and product enhancement strategy. Mentoring junior engineers and architects. Providing level 4 support to internal engineering and support organizations.
Omni Channel Journey Management Responsible for the full spectrum of Genesys solutions creating technical designs that meet business requirements for large customers across various verticals. Assisting Business Analysts with captured requirements to solve gaps in technical capabilities verses requirement. Leading and mentoring engineers, client resources and business leaders throughout project lifecycle.
Kevin serves as part of the Professional Service Global Platform Best Practices team defining gold standards for product implementation. Technical Lead on various client engagements ensuring successful project rollout. Mentoring and assisting senior as well as junior engineers with product rollout.
The Service Architect is the central and responsible resource to lead and deliver Optimization Support (under Flex CARE) as well as the Proactive tier of the Premium Support. The Service Architect collaborates with members from the Genesys CARE team as well as with internal and external experts to create, analyze, recommend and/or document proven highly available and redundant mission critical architectures and best practices for deploying and maintaining customer environments. The Service Architect works closely with some of the top experts in the field of VOIP, CTI and IVR technologies both within and external to Genesys in order to build the systems and best practices to be able to deliver truly differentiated services of Genesys software. Some of the key functions are but not limited to: • Responsible for initial architecture/configuration of the monitoring solution through a detailed discovery. The Proactive Architect is a key consultant and participant supporting Change Management, evaluates and provides recommendations, provides Capacity Planning recommendations, conducts Proactive Analysis of the Genesys platform. • Leads the definition, implementation, customization and deployment of a network monitoring platform (Proactive instrumentation) to deliver the subscription. • Works with key Genesys technical teams across functions to ensure solid highly available architectures and best practices for Genesys solutions. • Frequently involved in major strategic change management activities such as Genesys solution upgrades, complex configuration changes or migrations or new solution introductions. • Architects will provide recommendations and best practices throughout the subscription.