Genesys Cloud Architect

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

📋 Description

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

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

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

• Collaborate with enterprise architects and other technology groups to ensure flawless system integration.

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

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

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

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

• Stay updated on Genesys Cloud capabilities and CX industry trends to promote continuous innovation.

⛳️ Requirements

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

• Demonstrated experience in designing and delivering 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 background in infrastructure planning, solution design, deployment, and lifecycle management, ensuring high availability and performance.

• Solid comprehension 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

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.

• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance and a relocation program.

• Work From Anywhere Culture: make the most of the flexibility that comes with remote work.

• Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility, and internship opportunities.

• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.

• Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.

• Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.