16 days ago
New Zealand (city not specified)Senior
Responsibilities
- Design end-to-end technical solutions integrating secure network connectivity, application-layer platforms, virtual and physical infrastructure, and cloud migrations.
- Create proactive self-healing and AI-driven capabilities that improve agent productivity and supervisor oversight.
- Lead technical discovery sessions and deliver live demonstrations of Genesys Cloud, Microsoft Teams Native UX, and Teams contact centre solutions.
- Design routing, IVR, bot, and other technical logic flows for complex customer-experience integrations.
- Configure Genesys Cloud Architect flows and Microsoft Teams-based contact centre logic across multi-software solutions.
- Build technical documentation, demos, commercial pricing models, and service frameworks aligned with customer requirements and budgets.
- Work with developers and sales professionals to translate business needs into feasible, interoperable CX solutions.
- Localise technical documentation and narratives for New Zealand professional and industry standards.
Requirements
- 7+ years of experience in technical LAN/WAN/SD-WAN architecture or systems integration.
- 7+ years of direct contact centre or CX experience, including WFM, QA, and omnichannel routing.
- Demonstrated expertise with Genesys Cloud and the Microsoft Teams ecosystem, including Native and third-party contact centre integrations.
- Proven technical pre-sales experience, including communicating complex designs to technical and business stakeholders and managing the transition from pitch to proposal.
- Strong understanding of the New Zealand market and professional standards.
- Deep technical knowledge across multiple vendors and the ability to design interoperable solutions across network infrastructure and CX software.
- Practical knowledge of AI-native solutions in analytics, workflow, and self-service.
- Hold or demonstrate equivalent expertise to Genesys Cloud Certified Professional or Genesys Cloud Certified Associate, MS-700 or MS-721, or CCNP or JNCIP-level knowledge focused on SD-WAN and SASE architectures.
Categories
Solutions Engineering
About Black Box
Black Box builds and integrates digital infrastructure for enterprises and the public sector, combining network and system integration, managed services, and a portfolio of AV, KVM, IoT, networking, and cabling products. The company also delivers data center buildouts, modern workplace solutions, and cybersecurity services across the U.S., Europe, India, APAC, the Middle East, and Latin America. Founded in 1976 and headquartered in Plano, Texas, it serves industries including financial services, healthcare, retail, and manufacturing.