Position Summary
We are seeking an experienced Genesys Cloud Architect with deep expertise in the Genesys Cloud CX platform. In this role, you will lead the design, implementation, and optimization of our enterprise voice, routing, and contact center architecture. You will bridge the gap between business needs and technical execution, ensuring high availability, superior call quality, and seamless integrations with cloud ecosystems.
Key Responsibilities
· Architecture & Design: Design scalable, secure, and resilient inbound/outbound voice solutions, Session Border Controller (SBC) configurations, and SIP trunking architectures within CCaaS (Contact Center as a Service) environments.
· Genesys Platform Management: Lead the configuration and optimization of the Genesys Cloud CX Platform, including advanced routing strategies, Architect flows, IVR development, and queue management.
· System Integrations: Oversee API integrations, web services, and middleware connecting Genesys with enterprise platforms like Salesforce, ServiceNow, and Microsoft Dynamics.
· AI & Omnichannel Strategy: Implement AI-driven capabilities such as conversational bots, Natural Language Processing (NLP), and Dialog Engine, alongside digital channels (chat, email, messaging).
· Performance & Quality Tuning: Monitor contact center metrics, perform capacity planning, handle load testing, and ensure strict Quality of Service (QoS) for voice traffic.
· Leadership & Governance: Establish architectural standards, mentor engineering teams, and collaborate with cross-functional stakeholders to translate business goals into technical roadmaps.
Required Qualifications
· Experience: 7–10+ years of overall IT experience, with at least 4–5 years focused specifically on contact center architecture and Genesys Cloud / PureCloud implementation.
· Technical Expertise:
o Deep understanding of telephony protocols (SIP, RTP, VoIP, WebRTC), QoS/CoS network designs, and carrier interconnections (SIP trunking).
o Hands-on experience with cloud environments (Azure).
o Proficiency with REST APIs, JSON, and webhooks for third-party integrations.
· Certifications: Genesys Cloud Certified Professional, Architect, or Developer credentials are a strong plus.
· Soft Skills: Excellent communication abilities to explain complex technical concepts to non-technical business leaders.
