Genesys Cloud Architect

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

📋 Description

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

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

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

• Work in collaboration with enterprise architects and other technology teams to ensure seamless system integration.

• Provide hands-on technical leadership throughout the solution design, development, testing, and deployment phases.

• Offer guidance and mentorship to engineering teams, ensuring adherence to best practices and architectural standards.

• Supervise integrations with third-party systems, including CRM, WFM, and analytics platforms.

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

• Remain updated on 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.

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

• Strong knowledge in IVR, call flows, and routing strategies; Omnichannel solutions (voice, chat, email, messaging); Workforce Management (WFM), call recording, and analytics; as well as AI/ML capabilities.

• Hands-on 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 methodologies.

🏝️ Benefits

• Employees have the option to work remotely.

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