Kerja Sepenuh Masa Solution Architect, Gaji tinggi MYR 10,000 di Ridik Pte. Ltd. Federal Territory - Maukerja

Role Summary

We are seeking an experienced Solution Architect with deep expertise in Genesys Cloud, CTI integration, and Microsoft Dynamics 365 Case Management to drive architecture, solutioning, and implementation for large-scale contact center transformation initiatives.

This role will lead end-to-end solution architecture, support complex omnichannel and cloud contact center deployments, provide technical advisory during discovery and pre-sales engagements, and ensure successful delivery of enterprise-grade customer experience solutions.

Key ResponsibilitiesSolution Architecture & Design

• Design end-to-end Genesys Cloud CTI architectures, including softphone, desk phone, SIP/SBC, and peripheral integrations aligned to enterprise security and architecture standards.
• Define integration patterns between Genesys Cloud and Dynamics 365, including:
• Screen pop
• Click-to-dial
• Case creation
• Activity logging
• Interaction lifecycle management
• Develop high-level and detailed solution architectures supporting omnichannel experiences (voice, chat, email, messaging).
• Create future-ready architecture roadmaps incorporating AI, automation, and cloud-native best practices.

Genesys Cloud Implementation & Configuration

• Lead hands-on configuration of Genesys Cloud Voice, including routing strategies, queues, skills, IVR/Architect flows, trunking, call recording, and workforce management considerations.
• Configure and deploy Genesys Cloud Softphone and certified hardware devices for optimal user experience and operational stability.
• Implement complex routing logic to support case-based workflows and differentiated customer journeys.
• Perform system tuning, performance optimization, and production readiness activities.

CTI & Dynamics 365 Integration

• Serve as technical lead for CTI integration between Genesys Cloud and Microsoft Dynamics 365 Case Management.
• Define and support API-driven and event-driven integrations, ensuring reliable real-time data exchange and context transfer.
• Partner with D365 functional and technical teams to align interaction handling with case lifecycle, SLA requirements, and agent productivity needs.

Discovery, Advisory & Stakeholder Engagement

• Lead discovery and solution workshops to understand customer pain points, operational challenges, and CX transformation objectives.
• Translate business requirements into solution blueprints, technical designs, and implementation roadmaps.
• Advise stakeholders on contact center transformation, AI adoption, and omnichannel best practices.
• Act as a trusted technical advisor in client-facing and strategic forums.

Pre-Sales & Delivery Support

• Support pre-sales activities including:
• RFP/RFI responses
• Solution scoping
• Effort estimation
• Technical proposals
• Architecture presentations
• Conduct platform capability assessments, competitor comparisons, and feasibility analysis.
• Partner with sales, account managers and delivery teams to support deal strategy and improve win rates.

Governance & Delivery Leadership

• Provide technical leadership across onshore and offshore delivery teams.
• Review designs, ensure adherence to architecture standards, and mitigate technical risks.
• Support deployment, go-live, hypercare, and continuous improvement activities.

Requirements Experience & Background

• 10+ years of experience in contact center, CTI, or customer experience technology implementations.
• Proven hands-on expertise with Genesys Cloud, including Voice, Architect, CX routing, softphone and hardware deployments.
• Strong experience implementing CTI solutions for Case Management platforms, ideally Microsoft Dynamics 365.
• Experience delivering complex enterprise contact center programs, preferably in Banking, Financial Services, or Telecommunications.

Pay: From RM10,000.00 per month

Benefits:

• Health insurance

Work Location: Hybrid remote in Kuala Lumpur