Genesys Cloud Architect

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Genesys Cloud Architect

Introduction:

As a Genesys Cloud Architect, you will be responsible for designing, implementing, and optimizing Genesys Cloud CX contact center solutions. You will lead the architecture for omnichannel routing, IVR/ACD flows, integrations, and security, working closely with business and technical teams to deliver scalable, reliable, and compliant cloud contact center platforms.

Responsibilities:

• Solution architecture and technical design of the CX transformation on Genesys Cloud
• Leading IVR modernization, contact flow design, routing strategy, and integration patterns in alignment with business and CX KPIs
• Ensuring scalability, security, and platform best practices across voice and digital channels
• Providing technical oversight during build, testing, and deployment phases
  
  

Requirements:

Required Skills:

• Genesys Cloud CX
• IVR
• Architectural flows
• APIs & integrations
• SIP/VoIP
• Omnichannel routing
• WEM (WFM/QM)
• Cloud security
  
  

Preferred Skills:

• Contact center architecture
• Cloud telephony
• CX analytics
• Experience integrating Genesys with CRM and backend systems using APIs
• Exposure to AI-enabled CX features such as bots and agent assist