Rentokil Initial Group
customer experience (CX) and communication solutions
GenesysArchitect
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Genesys Architect at Rentokil Initial Group. Skills: Genesys Cloud platform architecture, customer experience (CX) and communication solutions, Technical/Communications Architect, Genesys. Define and maintain the technical architecture for communication and CX solutions. Design and document solutions for new initiatives and enhancements”
What You'll Achieve.
Delivering a seamless and positive CX is crucial for maintaining our market-leading position and driving loyalty; improve CX; measure contact center efficiency
Industry & Context.
problem-solving and analytical skills
What They're Looking For.
Must Have
Proven experience as a Technical/Communications Architect for CX solutions, Experience with Unified Communications platforms, specifically Genesys, Proficiency in UML documentation, Data Modelling, and Design, Familiarity with Architecture frameworks (e. g. , TOGAF), Genesys Cloud CX Professional Certification, Genesys Cloud CX Architect Certification, Genesys Cloud CX Developer Certification, IVR (Interactive Voice Response): Designing menus and self-service paths, ACD (Automated Call Distribution): Creating routing logic (e. g. , skill-based routing or predictive routing), Bot Integration: Connecting AI bots into communication flows, WEM & Analytics: Knowledge of Workforce Engagement Management (WEM) and reporting tools like Genesys Pulse or Performance Dashboards to measure contact center efficiency, Methodology: Experience with Agile development methodologies, Communication: Excellent communication and interpersonal skills, Analytical: problem-solving and analytical skills
Nice to Have
Google Cloud Technologies: Opportunities to gain hands-on knowledge and integrate CX solutions with Google Cloud Platform (GCP) services, Professional Development: Support for obtaining GCP certifications (e. g. , Cloud Architect) as the role evolves to include cloud-native communication strategies, Advanced Integration: Gain exposure to API management and serverless computing within a cloud-first environment, Continuous Learning: Participation in industry events and conferences focused on the intersection of CX and Cloud technologies
What You'll Do.
Define and maintain the technical architecture for communication and CX solutions
Design and document solutions for new initiatives and enhancements
Integrate various platforms and systems with our Genesys platform
Provide technical guidance and support to development teams
Ensure adherence to architectural principles and security standards
Collaborate with stakeholders across the business to gather requirements and feedback
Monitor and optimise the performance and effectiveness of communication solutions
Stay up-to-date on emerging technologies and trends in the CX and Genesys space
How You'll Work.
Team & Collaboration
Collaborate with stakeholders to translate business needs into technical solutions; Collaborate with stakeholders across the business to gather requirements and feedback
Communication Scope
Excellent communication and interpersonal skills
Full Job Description
This role focuses on the architecture and technical design of our customer experience (CX) and communication solutions. Centered on the Genesys Cloud platform, the role covers all touchpoints across the customer journey, from initial contact to ongoing support, spanning voice, web, chat, and mobile. Delivering a seamless and positive CX is crucial for maintaining our market-leading position and driving loyalty. ### Main Purpose of Role The Communications Architect plays a key role in defining and delivering the technical strategy for communication solutions. Key responsibilities include: * Designing and documenting solutions that are customer-centric, scalable, and integrated across various channels. * Selecting and integrating appropriate technologies to enhance the customer journey. * Providing technical leadership and guidance to development teams. * Ensuring adherence to architectural principles and standards. * Collaborating with stakeholders to translate business needs into technical solutions that improve CX. * Ensuring design activities follow best practice principles in line with the company architectural strategy. ### Tasks & Responsibilities * Define and maintain the technical architecture for communication and CX solutions. * Design and document solutions for new initiatives and enhancements. * Integrate various platforms and systems with our Genesys platform. * Provide technical guidance and support to development teams. * Ensure adherence to architectural principles and security standards. * Collaborate with stakeholders across the business to gather requirements and feedback. * Monitor and optimise the performance and effectiveness of communication solutions. * Stay up-to-date on emerging technologies and trends in the CX and Genesys space. **Requirements** ### Personal Profile & Experience * Proven experience as a Technical/Communications Architect for CX solutions. * Experience with Unified Communications platforms, specifically Genesys. * Proficien
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