Genesys Cloud Architect

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

📋 Description

• Lead 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.

• Collaborate with enterprise architects and various technology teams to guarantee seamless system integration.

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

• Mentor and guide 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 regulatory requirements.

• Stay updated on Genesys Cloud capabilities and CX industry trends, promoting continuous innovation.

⛳️ Requirements

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

• Proven track record in designing and delivering large-scale cloud contact center solutions.

• Extensive 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 like Salesforce, Microsoft Dynamics, or ServiceNow.

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

• Strong understanding of business processes and their alignment with customer experience technologies.

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

🏝️ Benefits

• Remote work.