Job Description

Job Title: Genesys Solution Architect

Location: TCS Offices in Pune, Bangalore, Chennai, and Mumbai

Duration of Engagement: 6 months

Overview: We are seeking a skilled Genesys Solution Architect to join our team at TCS, collaborating closely with the existing TCS Genesys Professional Services (PS) teams. The role will involve supporting the migration of call flows from Avaya to Genesys, enhancing these flows with Conversational AI features, and ensuring seamless integration with various systems, including MetLife's insurance system and Salesforce.

Key Responsibilities:

• Design and architect solutions for the migration of call flows from Avaya to Genesys, ensuring optimal functionality and user experience.
• Collaborate with TCS Scrum Masters and cross-functional teams during the discovery and delivery phases of the project.
• Lead the enhancement of migrated call flows by incorporating Conversational AI features, utilizing Genesys Dialog Bot and other AI tools.
• Oversee API integrations with MetLife's insurance system and ensure tight integration with Salesforce.
• Develop and maintain comprehensive documentation following the agreed templates between TCS and MetLife.
• Identify and define AI/Bot use cases focusing on the insurance segment, working towards approximately 110 intents across 14 Lines of Business (LOBs).
• Participate in the hypercare phase to ensure a smooth transition post-migration and support any required adjustments.
• Provide guidance on GDPR compliance as it relates to system integrations and data handling.
• Facilitate the Day 1 to Day 2 transition process, working alongside TCS's Avaya Day 2 support team, and contribute to planning for potential extended support.

Skills Requirements:

• Proven experience as a Solution Architect with expertise in Genesys technologies, particularly Genesys Dialog Bot and Conversation AI.
• Strong understanding of API integrations, particularly in insurance and Salesforce environments.
• Experience in leading migration projects from Avaya to Genesys.
• Familiarity with conversational AI design principles and best practices.
• Excellent documentation skills, adhering to defined templates and standards.
• Strong problem-solving and analytical skills, with a focus on delivering high-quality solutions.
• Effective communication skills to collaborate with stakeholders and cross-functional teams.

Additional Information:

• Hypercare Requirements: Yes, involvement during the hypercare phase is required.
• Background Verification (BGV): Required.
• Resource Location: This role will be based out of TCS offices in Pune, Bangalore, Chennai, and Mumbai.

Job Type: Contractual / Temporary
Contract length: 6 months

Schedule:

• Day shift

Experience:

• AI: 7 years (Required)
• Solution architecture: 7 years (Required)
• Avaya: 7 years (Required)
• APIs: 7 years (Required)

Work Location: In person