Genesys Cloud Architect

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

📋 Description

• Develop business requirement documentation that encompasses both functional and non-functional needs, utilizing insights gained from workshops and interviews with client stakeholders.

• Evaluate, suggest, and create scalable, reliable, and maintainable solution architectures that are in line with the proposed framework.

• Analyze and recommend appropriate technologies, tools, and platforms to fulfill business needs.

• Review technical solutions and devise integration strategies that span various technologies and systems.

• Address intricate technical challenges during the build, deployment, and support stages while advocating for reusable frameworks and artifacts.

• Offer specialized knowledge to development teams and cultivate collaborative relationships with clients and internal teams.

• Identify risks within the system landscape, monitor system performance, and propose optimization initiatives.

• Create and maintain a thorough and accessible knowledge base.

• Contribute architectural perspectives to proposals and RFPs.

• Propel initiatives that facilitate seamless project execution and transition.

• Mentor team members and promote a culture of knowledge sharing.

⛳️ Requirements

• Candidates must possess authorization to work for ANY employer in the U.S.; employment visa sponsorship or the assumption of sponsorship is not available.

• Experience in Genesys Cloud CX (PureCloud), encompassing enterprise-scale contact center solution design and implementation.

• Extensive knowledge of Architect Flows, inbound/outbound routing, ACD, IVR, skills-based routing, voice bots, speech recognition, digital channels, and callback frameworks.

• Demonstrated experience in leading large-scale migrations from Cisco UCCE/UCCX, Avaya Aura, NICE CXone, Five9, Amazon Connect, and legacy PBX platforms.

• Strong hands-on experience with Architect Call Flows, Digital Flows, Secure Flows, Bot Flows, and Agent Scripts.

• Advanced expertise in bullseye routing, preferred agent routing, dynamic queue selection, priority routing, and workforce skills management.

• Experience in integrating Genesys Cloud CX with AI-driven solutions, including conversational AI, virtual agents, voice bots, Agent Assist, speech analytics, sentiment analysis, and Generative AI platforms.

• Solid understanding of cloud-native architectures and integrations with CRM, ITSM, and enterprise platforms such as Salesforce, ServiceNow, Microsoft Dynamics, AWS, Azure, and REST/API-based ecosystems.

• Experience in implementing contact center analytics, reporting, workforce engagement management, quality management, speech analytics, and operational KPI dashboards.

• Familiarity with CI/CD pipelines, Infrastructure as Code (Terraform), DevSecOps practices, automated testing, release management, and environment governance for contact center platforms.

🏝️ Benefits

• Competitive salary and performance bonuses.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and holiday schedule.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and a supportive work environment.