Description

Architect and implement Genesys Cloud CX solutions, integrations, and AI-powered features while providing technical leadership and strategic consulting.

This role is remote.

Responsibilities

• Advise on Genesys Cloud CX configuration, integration patterns, and roadmap alignment with business goals.
• Architect and implement integrations with CRM, ticketing, and identity systems using APIs and middleware.
• Build prototypes and proofs of concept for AI-powered features, bots, and virtual agents.
• Define standards, reusable patterns, and best-practice guidelines while mentoring engineering teams.
• Deliver advanced support for escalated incidents and establish monitoring and performance-tuning practices.

Required Skills

• 7+ years of multi-disciplinary IT experience with deep hands-on expertise in Genesys Cloud CX (architect, flows, routing, omnichannel).
• Proven experience with App Foundry integrations, particularly Google Agent Assist, Google DialogFlow, and Cobrowse.io.
• Strong background in bot/virtual-agent design and RESTful API integration.
• Experience with AI/ML services for customer experience.
• Familiarity with cloud platforms including AWS, Azure, and Google Cloud.
• Knowledge of security/compliance standards and DevOps/CI-CD practices.
• Proficiency in scripting with Python and JavaScript.

Preferred Skills

• Master’s degree in a relevant field.
• Experience defining standards in design reviews and architecture boards.

Key Skills

Education

Bachelor's or Master's degrees