Genesys Cloud Architect

Accountabilities:

• • Lead the end-to-end architecture and design of Genesys Cloud CX solutions, ensuring scalability, resilience, security, and high performance.
  • Translate business and customer experience requirements into practical, scalable, and secure technical architectures.
  • Define and drive the technical roadmap for contact center and customer experience platforms.
  • Collaborate with enterprise architects and cross-functional technology teams to ensure seamless integration with the broader technology ecosystem.
  • Provide hands-on technical leadership throughout solution design, development, testing, deployment, and lifecycle management.
  • Guide and mentor engineering teams, promoting architectural best practices, technical standards, and high-quality delivery.
  • Design and oversee integrations between Genesys Cloud CX and third-party platforms, including CRM, workforce management, analytics, and other enterprise systems.
  • Ensure solutions meet relevant security, compliance, availability, scalability, and performance requirements.
  • Monitor emerging Genesys Cloud capabilities, customer experience technologies, and industry trends to identify opportunities for innovation and continuous improvement.
  • Contribute to the evolution of technical standards and help ensure solutions remain aligned with long-term business and technology objectives.

  Requirements

  • 7+ years of professional experience working with contact center technologies, including strong hands-on expertise with Genesys Cloud CX.
  • Proven experience designing and delivering large-scale cloud-based contact center solutions.
  • Strong knowledge of IVR, call flows, routing strategies, and omnichannel customer experience solutions covering voice, chat, email, and messaging.
  • Experience with Workforce Management (WFM), call recording, analytics, and AI/ML capabilities within contact center environments.
  • Hands-on experience designing API integrations using REST and/or SOAP, as well as familiarity with microservices architectures.
  • Experience integrating Genesys Cloud CX with enterprise CRM platforms such as Salesforce, Microsoft Dynamics, or ServiceNow.
  • Strong background in infrastructure planning, solution architecture, deployment, high availability, performance optimization, and lifecycle management.
  • Solid understanding of business processes and the ability to align technology solutions with customer experience and business objectives.
  • Deep knowledge of SIP infrastructure, including SIP protocols, Session Border Controllers (SBCs), and load-balancing approaches.
  • Strong technical leadership, communication, and stakeholder-management skills, with the ability to work effectively across business and engineering teams.
  • Ability to mentor technical professionals and drive adoption of architectural standards and best practices.
  • Comfortable working in complex, global environments and managing multiple technical priorities.

  Benefits

  • Competitive compensation and benefits package.
  • Health insurance coverage.
  • Remote work and flexibility through a work-from-anywhere culture.
  • Relocation support where applicable.
  • Professional development opportunities, including certification programs and mentorship initiatives.
  • Talent investment programs designed to support long-term career growth.
  • Internal mobility and internship opportunities.
  • Opportunity to contribute to impactful technology projects for major global clients.
  • Multicultural and inclusive working environment with international collaboration.
  • Open communication and regular team-building activities.
  • Commitment to social sustainability through initiatives focused on IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.
  • Exposure to a global technology environment focused on continuous innovation and high-performance delivery.