Genesys Cloud CX Architect

Supporting and administering the Genesys Cloud CX platform and associated technologies.

Monitoring platform health, routing performance, telephony services, and operational stability.

Troubleshooting incidents across call routing, IVRs, Architect flows, queues, integrations, reporting, and telephony connectivity.

Designing, developing, and maintaining IVR and call flow solutions using Genesys Architect.

Supporting integrations with CRM, workforce management, identity management, and reporting platforms.

Managing SIP trunking, carrier connectivity, number provisioning, and telephony services.

Conducting root cause analysis and driving continuous service improvements.

Supporting platform upgrades, new feature adoption, testing, and release validation.

Maintaining technical documentation, support procedures, and knowledge articles.

Participating in an on-call roster supporting critical contact centre services.

Genesys Cloud CX Administration

Genesys Architect (IVR & Flow Design)

Contact Centre Routing & Queue Management

SIP Telephony & Voice Services

Workforce Engagement Management (WEM)

API & Integration Support

Incident, Problem & Change Management

Reporting & Analytics

Cloud Platform Administration

ITIL Service Management

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