Genesys Cloud Architect

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

📋 Description

• Oversee the complete architecture and design process of Genesys Cloud CX solutions.

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

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

• Collaborate with enterprise architects and technology teams to ensure smooth system integration.

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

• Mentor and guide engineering teams on best practices and architectural standards.

• Manage integrations with CRM, WFM, and analytics platforms.

• Ensure that solutions comply with security, performance, and regulatory requirements.

• Remain updated on Genesys Cloud capabilities and trends in the CX industry, fostering continuous innovation.

⛳️ Requirements

• Over 7 years of experience in contact center technologies, with extensive expertise in Genesys Cloud CX solutions.

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

• In-depth knowledge of IVR, call flows, and routing strategies.

• Proficient in omnichannel solutions encompassing voice, chat, email, and messaging.

• Strong understanding of Workforce Management (WFM), call recording, and analytics.

• Solid knowledge of AI/ML capabilities.

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

• Experience in integrating Genesys Cloud CX with Salesforce, Microsoft Dynamics, or ServiceNow.

• Robust background in infrastructure planning, solution design, deployment, and lifecycle management.

• Familiarity with business processes and their alignment with customer experience technologies.

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

🏝️ Benefits

• Comprehensive compensation and benefits package.

• Health insurance.

• Relocation program.

• Remote work flexibility.

• Professional development opportunities.

• Certification programs.

• Mentorship and talent investment initiatives.

• Internal mobility opportunities.

• Internship opportunities.

• Engaging projects for leading global clients.

• Inclusive and supportive work culture.

• Open channels of communication.

• Regular team-building and company social events.