Genesys Cloud Architect

Job Description

Assume a leadership role in the comprehensive architecture and design of Genesys Cloud CX solutions. Transform business needs into technical blueprints that are scalable, secure, and perform at a high level. Chart and implement the technical course for contact center and customer experience platforms. Work alongside enterprise architects and technology teams to guarantee smooth system integration. Offer expert technical direction during solution design, development, testing, and implementation stages. Advise and support engineering teams, promoting adherence to top practices and architectural guidelines. Manage integrations with outside systems like CRM, WFM, and analytics tools. Verify that solutions adhere to security, compliance, and performance standards. Keep abreast of Genesys Cloud features and CX industry advancements, fostering ongoing innovation.

Qualifications

1. Possess over 7 years of experience in contact center technologies, demonstrating deep knowledge of Genesys Cloud CX solutions. 2. Showcase a history of successfully designing and implementing large-scale cloud contact center solutions. 3. Exhibit thorough understanding of IVR, call flows, and routing strategies, as well as omnichannel solutions (voice, chat, email, messaging), workforce management (WFM), call recording, analytics, and AI/ML capabilities. 4. Have practical experience with API integrations (REST/SOAP) and microservices architecture. 5. Demonstrate experience integrating Genesys Cloud CX with CRM platforms like Salesforce, Microsoft Dynamics, or ServiceNow. 6. Possess a solid foundation in infrastructure planning, solution design, deployment, and lifecycle management to ensure high availability and performance. 7. Display a comprehensive grasp of business processes and their convergence with customer experience technologies. 8. Demonstrate in-depth knowledge of SIP infrastructure, including SIP protocol, Session Border Controllers (SBCs), and load balancing techniques.

Benefits

- Employees can work remotely