Genesys Cloud Architect

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

📋 Description

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

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

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

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

• Provide active technical leadership throughout the solution design, development, testing, and deployment phases.

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

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

• Ensure that solutions fulfill security, compliance, and performance criteria.

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

⛳️ Requirements

• Over 7 years of experience in contact center technologies.

• Strong proficiency in Genesys Cloud CX solutions.

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

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

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

• Experience in 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 alignment with customer experience technologies.

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

🏝️ Benefits

• Flexible work arrangements.

• Opportunities for professional development.