Cloud Architect

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Spearhead the comprehensive architecture and design of Genesys Cloud CX solutions.

• Convert business needs into scalable, secure, and high-performance technical frameworks.

• Establish and guide the technical roadmap for contact center and CX platforms.

• Collaborate with enterprise architects and various technology teams to ensure smooth integration across systems.

• Provide practical technical leadership throughout the solution design, development, testing, and implementation phases.

• Mentor and guide engineering teams to ensure adherence to best practices and architectural standards.

• Supervise integrations with external systems such as CRM, WFM, and analytics platforms.

• Ensure that solutions comply with security, compliance, and performance standards.

• Keep abreast of the latest Genesys Cloud capabilities and CX industry trends, fostering continuous innovation.

⛳️ Requirements

• Over 7 years of experience in contact center technologies, with a strong focus on Genesys Cloud CX solutions.

• Demonstrated experience in designing and implementing large-scale cloud contact center solutions.

• In-depth knowledge of IVR, call flows, routing strategies, omnichannel solutions (voice, chat, email, messaging), Workforce Management (WFM), call recording, analytics, and AI/ML capabilities.

• Practical experience with API integrations (REST/SOAP) and microservices architecture.

• Familiarity with integrating Genesys Cloud CX with CRM platforms such as Salesforce, Microsoft Dynamics, or ServiceNow.

• Strong foundation in infrastructure planning, solution design, deployment, and lifecycle management, ensuring high availability and performance.

• Comprehensive understanding of business processes and their connection to customer experience technologies.

• Extensive knowledge of SIP infrastructure, including SIP protocol, Session Border Controllers (SBCs), and load balancing strategies.

🏝️ Benefits

• Employees have the option to work remotely.