Associate Architect
Bengaluru · Staff/Principal
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Our tracked job listings for AXA Global Business Services show limited recent activity.
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Job description
Platform Implementation & Configuration
- Design, implement, and maintain Genesys Cloud platform configurations, including Architect workflows, admin settings, and feature modules
- Configure and optimize intelligent routing workflows, voicebots, and call handling processes to meet business requirements
- Implement and manage call recording, speech analytics, quality management, and agent copilot capabilities within Genesys Cloud
- Work with both GUI and APIs to configure and troubleshoot platform functionality.
- Ensure platform configurations align with governance, security, and compliance requirements
- Coordinate application lifecycle activities, including impact assessments, testing coordination, and deployment scheduling
- Engage with Application Workplace and Infrastructure teams to ensure smooth feature deployments across the estate
Project Delivery & Migration
- Lead technical implementation of the Verint to Genesys Cloud migration for call recording, speech analytics, Quality Management and call summarization capabilities
- Provide hands-on engineering support during business onboarding and cutover activities
- Identify and mitigate technical risks throughout migration phases
Agile Collaboration & Requirements Refinement
- Work closely with Product Owners, Product Managers, BA and business stakeholders to understand problem statements/requirements and translate them into technical solutions
- Participate actively in agile ceremonies and contribute to sprint planning and delivery
- Support Business Validation Testing (BVT) coordination and provide technical guidance to testers
- Communicate complex technical concepts clearly to non-technical stakeholders
Technical Documentation & Knowledge Management
- Create and maintain comprehensive technical documentation, including architecture diagrams, configuration guides, and runbooks
- Document best practices, lessons learned, and troubleshooting procedures
- Contribute to internal knowledge repositories and support team training initiatives
- Keep documentation current as platform configurations and requirements evolve
Governance, Compliance & Risk Management
- Adhere to and support the implementation of governance controls including change management, architecture reviews, and data protection protocols
- Conduct and support AI/ML impact assessments for new capabilities
- Monitor vendor roadmaps and coordinate software version upgrades
- Actively participate in technical debt and risk management forums; identify, document, and prioritize technical debt items; collaborate with infrastructure and architecture teams to develop remediation strategies and timelines
Performance Monitoring & Optimization
- Monitor Genesys Cloud platform performance and intelligent routing workflows
- Identify performance bottlenecks and implement optimization solutions
- Proactively identify and resolve platform issues to minimize business impact
- Maintain platform health dashboards and reporting
Incident Management & Technical Support Escalation
- Serve as the technical escalation point for complex platform incidents that the Cognizant UC BAU Support team is unable to resolve
- Investigate root causes of complex incidents using systematic troubleshooting methodologies
- Coordinate with Genesys, Verint, and other relevant vendors to diagnose and resolve incidents
- Work collaboratively with vendors to identify workarounds, patches, or permanent solutions
- Provide guidance and technical mentoring to BAU Support team members to improve their incident resolution capabilities
- Document incident resolutions and contribute to knowledge base to prevent recurrence
- Maintain awareness of known issues, vendor roadmaps, and planned maintenance activities
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