Genesys Cloud Architect

Responsibilities

• Lead the end-to-end architecture and design of Genesys Cloud CX solutions
• Translate business requirements into scalable, secure, and high-performing technical designs
• Define and drive the technical roadmap for contact center and CX platforms
• Collaborate with enterprise architects and other technology teams to ensure seamless integration across systems
• Provide hands-on technical leadership across solution design, development, testing, and deployment phases
• Guide and mentor engineering teams, ensuring best practices and architectural standards are followed
• Oversee integrations with third-party systems such as CRM, WFM, and analytics platforms
• Ensure solutions meet security, compliance, and performance requirements
• Stay current with Genesys Cloud capabilities and CX industry trends, driving continuous innovation
• 7+ years of experience in contact center technologies, with strong expertise in Genesys Cloud CX solutions
• Proven experience in designing and delivering large-scale cloud contact center solutions
• Strong knowledge of: IVR, call flows, and routing strategies; Omnichannel solutions (voice, chat, email, messaging); Workforce Management (WFM), call recording, and analytics; AI/ML capabilities
• Hands-on experience with API integrations (REST/SOAP) and microservices architecture
• Experience integrating Genesys Cloud CX with CRM platforms such as Salesforce, Microsoft Dynamics, or ServiceNow
• Strong background in infrastructure planning, solution design, deployment, and lifecycle management, ensuring high availability and performance
• Solid understanding of business processes and their alignment with customer experience technologies
• Deep knowledge of SIP infrastructure, including SIP protocol, Session Border Controllers (SBCs), and load balancing approaches

We offer