Description

Job Summary

We are seeking an experienced Genesys Cloud CX Solution Architect to lead the design, development, and deployment of cloud-based contact center solutions. The role focuses on architecting scalable and secure Genesys Cloud CX environments, integrating enterprise systems, and implementing automation and AI-powered solutions to improve customer engagement and operational efficiency. The architect will collaborate with business stakeholders, developers, and IT teams to ensure seamless deployment and optimal performance of contact center platforms

Experience

8–10 Years (Overall Experience: 8–12 Years)

Key Responsibilities

• Design scalable and secure Genesys Cloud CX architectures aligned with business requirements.
• Architect and implement AI-powered Intelligent Virtual Assistant (IVA) solutions.
• Develop architecture blueprints, workflows, and implementation best practices.
• Configure Genesys Cloud CX components including IVR, ACD, call routing, workforce engagement, and analytics.
• Integrate Genesys Cloud CX with third-party applications such as CRM, WFM, and AI/ML systems.
• Troubleshoot and resolve technical issues to ensure high availability and minimal downtime.
• Collaborate with business teams to analyze contact center requirements and translate them into technical solutions.
• Work closely with developers, engineers, and IT teams to ensure smooth deployment and integration.
• Provide technical mentorship and guidance to junior team members.

Required Skills & Experience

• Strong expertise in Genesys Cloud CX architecture and configuration.
• Experience with IVR, ACD, SIP trunking, call routing, workforce engagement management (WEM), and analytics.
• Experience integrating contact center solutions with enterprise applications.
• Proficiency with REST APIs, JSON, OAuth, and Web Services.
• Experience with automation scripting languages such as JavaScript, Python, or PowerShell.
• Experience implementing CI/CD and DevOps practices within Genesys Cloud environments.
• Experience with cloud platforms such as AWS or Azure.

Competencies

• Contact Center Architecture
• Cloud Solution Architecture
• API & System Integration
• Automation & Workflow Optimization
• Problem Solving & Incident Resolution
• Technical Leadership & Collaboration
• Customer Engagement Technology Strategy

Preferred Skills

• Experience with AI-powered contact center automation.
• Knowledge of Avaya Aura or CTI Genesys platforms.
• Experience integrating CRM systems and enterprise customer engagement platforms.
• Familiarity with cloud-native architecture and DevOps practices

Key Skills

Education

Any Graduate