Description

Lead the design, development, and deployment of scalable, secure Genesys Cloud CX environments. Collaborate with stakeholders to translate business requirements into technical architectures.

Responsibilities

• Design and implement Genesys Cloud CX architectures, including IVR, ACD, call routing, and workforce engagement.
• Develop and deploy AI-powered Intelligent Virtual Assistant (IVA) solutions to enhance customer engagement.
• Integrate Genesys Cloud CX with third-party enterprise systems, CRM, and AI/ML platforms using REST APIs and Web Services.
• Define architecture blueprints, workflows, and implementation best practices for cloud contact center solutions.
• Troubleshoot technical issues to ensure high availability, minimal downtime, and optimal platform performance.

Required Skills

• 8+ years of overall IT experience with strong expertise in Genesys Cloud CX architecture and configuration.
• Proficiency with IVR, ACD, SIP trunking, call routing, and analytics components.
• Experience integrating contact center solutions with enterprise applications via REST APIs, JSON, and OAuth.
• Proficiency in automation scripting using JavaScript, Python, or PowerShell.
• Experience implementing CI/CD and DevOps practices within Genesys Cloud environments.
• Familiarity with cloud platforms such as AWS or Azure.
• Ability to provide technical mentorship and guide junior team members.

Key Skills

Education

Any Graduate