Genesys Architect

Job Title: Genesys Architect

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Job Summary

Genesys Architect

Genesys Contact Center

Key Responsibilities

• Lead the architecture and design for complex Genesys Cloud and Genesys Engage environments.
• Develop scalable and resilient solutions supporting high-volume contact centers.
• Define architectures that meet current business needs while enabling future growth.
• Design and implement IVR workflows, AI-powered chatbots, voicebots, and predictive routing.
• Customize agent desktops, dashboards, and reports to optimize user experience and performance.
• Integrate Genesys solutions with CRM systems, WFM tools, and other enterprise applications.
• Collaborate with DevOps teams to enable CI/CD pipelines for Genesys environments.
• Manage APIs and web services ensuring secure and efficient data flow.
• Conduct performance tuning and system optimization for call quality and reliability.
• Leverage analytics and reporting tools to identify trends and continuous improvement opportunities.
• Ensure adherence to data protection, security standards, and compliance requirements.
• Lead incident management, root cause analysis, and system recovery planning.
• Develop and maintain comprehensive documentation for configurations and operational processes.
  

Qualifications

• Education: Bachelor’s or Master’s in Computer Science, Information Technology, or a related field.
• Experience: Minimum 8+ years of hands-on experience in Genesys Cloud, Genesys Engage, and related technologies.
  

Technical Skills

• Expertise in Genesys platform architecture, configuration, and deployment.
• Strong programming skills in Java, Python, or C.
• Advanced understanding of SIP, VoIP, and telephony network technologies.
• Experience with cloud infrastructure (AWS, Azure) and virtualization environments.
  

Soft Skills

• Excellent communication, presentation, and stakeholder management skills.
• Strong analytical thinking and complex problem-solving abilities.
• Proven experience working in Agile/Scrum environments.
  

Preferred Qualifications

• Genesys Certified Professional (GCP) or Genesys Certified Expert (GCE).
• Experience with AI, ML, Copilot, and CX analytics.
• Exposure to large-scale, global contact center deployments.