Genesys Cloud Architect

Role Overview

We are looking for an experienced Genesys Cloud Architect to lead the design, architecture, and evolution of cloud-based contact center solutions. In this role, you will be responsible for defining the technical vision, designing scalable and resilient architectures, and ensuring alignment with business objectives and enterprise technology strategy.

Lead the end-to-end architecture and design of Genesys Cloud CX solutions, translate business requirements into scalable, secure, and high‑performing technical designs, and oversee integrations with third‑party systems such as CRM, WFM, and analytics platforms.

7+ years of experience in contact center technologies, with strong expertise in Genesys Cloud CX solutions, and a proven experience in designing and delivering large‑scale cloud contact center solutions.

• 7+ years of experience in contact center technologies
• Strong expertise in Genesys Cloud CX solutions
• Proven experience in designing and delivering large-scale cloud contact center solutions
• Strong knowledge of IVR, call flows, and routing strategies
• Omnichannel solutions (voice, chat, email, messaging)
• Workforce Management (WFM), call recording, and analytics
• AI/ML capabilities
• Hands‑on experience with API integrations (REST/SOAP) and microservices architecture
• Experience integrating Genesys Cloud CX with CRM platforms such as Salesforce, Microsoft Dynamics, or Service Now
• Strong background in infrastructure planning, solution design, deployment, and lifecycle management, ensuring high availability and performance
• Solid understanding of business processes and their alignment with customer experience technologies
• Deep knowledge of SIP infrastructure, including SIP protocol, Session Border Controllers (SBCs), and load balancing approaches

• Culture of Relentless Performance
• Competitive Pay and Benefits
• Work From Anywhere Culture
• Growth Mindset
• Global Impact
• Welcoming Multicultural Environment
• Social Sustainability Values