Genesys Cloud Architect

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

📋 Description

• Oversee the complete architecture and design process for 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 customer experience platforms.

• Work in collaboration with enterprise architects and other technology teams to ensure smooth integration across various systems.

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

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

• Manage integrations with external systems such as 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

• A minimum of 7 years of experience in contact center technologies, demonstrating strong expertise in Genesys Cloud CX solutions.

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

• In-depth knowledge of IVR, call flows, and routing strategies; as well as omnichannel solutions (voice, chat, email, messaging); workforce management (WFM), call recording, and analytics; and 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.

• Strong foundation in infrastructure planning, solution design, deployment, and lifecycle management, ensuring high availability and optimal 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 methods.

🏝️ Benefits

• Flexible work arrangements