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Lead Genesys Cloud Platform Architect at Acrisure | JobVerse
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Lead Genesys Cloud Platform Architect
Acrisure
Website
LinkedIn
Lead Genesys Cloud Platform Architect
United States
Full Time
2 weeks ago
H1B Sponsor
Apply Now
Key skills
AWS
Azure
Cloud
Kafka
Microservices
Python
VoIP
PowerShell
AI
Analytics
OAuth
Salesforce
CRM
CI/CD
Leadership
Stakeholder Management
Communication
About this role
Role Overview
Architect scalable, secure, and resilient Genesys Cloud solutions tailored for enterprise contact centers
Design omnichannel routing strategies (voice, chat, email, social) to optimize customer interactions
Implement advanced IVR flows, queue management, and predictive routing for improved service levels
Develop robust integrations between Genesys Cloud and CRM platforms
Utilize APIs, webhooks, and middleware to enable real-time data exchange across enterprise systems
Implement event-driven architectures and leverage streaming technologies (e.g., Kafka)
Define and track KPIs for product development and launch
Provide regular reporting and insights to leadership on progress against KPIs
Enable automation of workflows using Genesys Cloud APIs and scripting languages (Python, PowerShell)
Integrate advanced analytics and reporting tools for actionable insights into customer interactions and agent performance
Support AI-driven features such as chatbots, voicebots, and predictive engagement
Ensure adherence to security best practices and compliance standards (PCI DSS, GDPR, HIPAA)
Manage vendor relationships and oversee third-party integrations
Requirements
7+ years of experience in contact center technologies
At least 3 years in Genesys Cloud architecture
Proven expertise in Salesforce integration and CRM connectivity
Strong understanding of SIP, VoIP, telephony protocols, and omnichannel routing
Proficiency in API development and integration (REST, JSON, OAuth)
Knowledge of modern data integration patterns (event-driven, streaming, microservices)
Bachelor’s degree in Computer Science, Information Technology, or related field
7–10+ years in engineering roles delivering Genesys Solutions
Genesys Cloud certifications (e.g., Genesys Cloud Certified Professional)
Experience with AWS or Azure cloud platforms
Familiarity with DevOps practices and CI/CD pipelines
Strong leadership, communication, and stakeholder management skills
Ability to manage multiple projects and deliver under tight deadlines
Tech Stack
AWS
Azure
Cloud
Kafka
Microservices
Python
VoIP
Benefits
Comprehensive medical insurance, dental insurance, and vision insurance
Life and disability insurance
Fertility benefits
Wellness resources
Paid sick time
Generous paid time off and holidays
Employee Assistance Program (EAP)
Complimentary Calm app subscription
Immediate vesting in a 401(k) plan
Health Savings Account (HSA) and Flexible Spending Account (FSA) options
Commuter benefits
Employee discount programs
Paid maternity leave and paid paternity leave (including for adoptive parents)
Legal plan options
Pet insurance coverage
Apply Now
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