Cloud Architect (Genesys)

Role: Genesys Cloud Architect

Location: Hartford, CT

Responsible for designing, implementing, and optimizing Genesys Cloud CX contact center solutions.

Leads architecture for omnichannel routing (voice, chat, email, messaging), IVR/ACD flows, integrations, and security.

Works closely with business and technical teams to deliver scalable, reliable, and compliant cloud contact center platforms.

Key Skills:

Genesys Cloud CX, Architect flows, APIs & integrations, SIP/VoIP, omnichannel routing, WEM (WFM/QM), cloud security.

Responsibilities

Solution architecture and technical design of the CX transformation on Genesys Cloud. Leads IVR modernization, contact flow design, routing strategy, and integration patterns in alignment with business and CX KPIs. Ensures scalability, security, and platform best practices across voice and digital channels. Provides technical oversight during build, testing, and deployment phases.

Indicative Skills

Genesys Cloud, IVR, routing, and digital channels. Contact center architecture, cloud telephony, and CX analytics. Experience integrating Genesys with CRM and backend systems using APIs. Exposure to AIenabled CX features such as bots and agent assist.