Genesys Cloud Platform Architect

Who You’ll Work With As a Genesys Consultant or Senior Consultant on Slalom's Contact Center Modernization team, you will design, configure, and deliver Genesys Cloud CX solutions for enterprise clients. You will be a hands-on technologist who can take a solution from requirements through build, testing, and go-live, working with architects, business analysts, and client technical teams.

What You’ll Do·       Design, configure, and deploy Genesys Cloud CX solutions, including Architect call flows, in-queue flows, routing strategies (skills-based, bullseye, and predictive routing), queues, users, roles, and permissions
· Build and support digital channels in Genesys Cloud, including web messaging, chat, email, SMS (Short Message Service), and social channels
· Configure Genesys Cloud telephony, including Bring Your Own Carrier (Cloud and Premises), SIP (Session Initiation Protocol) trunks, number porting, sites, and Edge configuration
· Build integrations using Genesys Cloud Data Actions, the Platform API (Application Programming Interface), App Foundry applications, and webhooks to connect to client CRM (Customer Relationship Management), ticketing, and back-office systems
· Implement and support CRM integrations, including Salesforce (CX Cloud from Genesys and Salesforce, or Genesys Cloud for Salesforce), Microsoft Dynamics, and Service Now
· Configure Workforce Engagement Management (WEM) capabilities, including workforce management, quality management, recording policies, speech and text analytics, and evaluation forms
· Implement Genesys AI capabilities, including bot flows, digital bot flows, Agent Copilot, and integrations with third-party intelligent virtual agent platforms
· Support migrations from legacy and on-premises platforms (e.g., Genesys Pure Connect, Genesys Engage, Avaya, Cisco) to Genesys Cloud, including flow conversion and cutover planning
· Participate in client sessions to gather technical requirements, and translate them into solution designs, configuration workbooks, and user stories
· Create and maintain technical documentation, including solution design documents, call flow diagrams, integration specifications, and runbooks
· Develop and execute test plans and scripts for System Integration Testing (SIT) and User Acceptance Testing (UAT); troubleshoot and resolve defects
· Support go-live cutover activities and hypercare, and transition solutions to client support teams
· Contribute to effort estimates, statements of work, and solution demonstrations as part of business development pursuits
· Perform impact analysis on scope change requests as they relate to configuration, integrations, and timeline
· Contribute to practice development through reusable assets, accelerators, and knowledge-sharing sessions for Slalom teams

What You’ll Bring ·  3+ years of hands-on experience implementing, configuring, or administering Genesys Cloud CX (5+ years for Senior Consultant)
· 5+ years of overall contact center technology experience across cloud or on-premises platforms
· Strong working knowledge of Genesys Architect, routing, queues, and Genesys Cloud administration
· Experience with contact center telephony concepts, including SIP, carriers, number management, and call recording
· Experience building integrations using REST (Representational State Transfer) APIs, JSON (JavaScript Object Notation), and Genesys Data Actions
· Understanding of contact center operations and common service metrics (e.g., average handle time, service level, first contact resolution), and how technology decisions affect them
· Experience working through the full project lifecycle on enterprise implementations with multiple work streams
· Familiarity with agile delivery methodologies and tools such as Scrum,…