Genesys Cloud Architect
We are seeking a highly experienced Genesys Cloud Architect (15+ years overall experience, with strong expertise in Genesys Cloud) to join our team.
As a Genesys Cloud Architect, you will be responsible for designing, architecting, and implementing Genesys Cloud solutions based on business requirements and technical considerations. You will collaborate with stakeholders, lead implementations, oversee integrations with enterprise systems, and provide expert technical guidance.
Responsibilities:
- Design and architect Genesys Cloud solutions aligned with business and technical needs.
- Collaborate with cross-functional teams (business analysts, developers, infra teams) to create robust designs.
- Lead the implementation and configuration of Genesys Cloud solutions following best practices.
- Oversee integrations with CRM platforms, contact center tools, and databases.
- Define and document technical specifications, workflows, and system configurations.
- Provide technical guidance and resolve complex issues during implementation/testing.
- Stay up to date with Genesys Cloud features and recommend enhancements.
- Conduct performance assessments, capacity planning, and security reviews.
Desired Skills:
- 15+ years of experience, with deep expertise in Genesys Cloud architecture and implementation.
- Strong understanding of Customer Service Operations and Contact Centre benchmarking.
- Experience with Generative AI/LLM integrations.
- Hands-on experience with IVR, Omnichannel orchestration, Self-Service, and Routing.
- Expertise with Genesys tools (Administrator, Architect, Composer, Designer).
- Experience designing solutions for Voice and Non-Voice channels.
- Knowledge of cloud economics, pricing strategies, hybrid/on-prem/cloud solutions.
- Genesys Cloud migrations (from other contact center technologies or on-premises Genesys).
- Hands-on integration experience with Salesforce, Zendesk, ServiceNow, and custom apps.
- Exposure to Virtual Agents (Amazon Lex, Google CCAI), Knowledge Base, Caller Intent, AI integrations.
- Integration skills with AWS Lambda, APIs, and custom data actions.
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