Genesys Cloud Architect

Senior Genesys Cloud Architect

Location:

Hyderabad, India
Department: AI & Engineering – Voice AI Connector

Employment Type:

Full-Time

Experience:

6–10 Years

Role Overview
As a Senior Genesys Cloud Architect at EMSCALE, you will lead the design, development, and deployment of enterprise-grade contact center solutions on Genesys Cloud CX. You will play a pivotal role in our Voice AI Connector platform — our flagship real-time voice orchestration
product that integrates Genesys with LLM providers (AWS Bedrock, OpenAI GPT, Google Gemini) to deliver sub-2-second AI voice interactions in production environments. You will also contribute to migration projects, IVR design, and cross-platform integrations that serve our global enterprise clients.

Key Responsibilities
Architect end-to-end Genesys Cloud CX solutions including IVR flows, routing strategies, agent desktop configurations, and real-time analytics.
Design and build Genesys Architect flows (inbound, outbound, email, chat, and bot flows) for complex enterprise contact center workflows.
Lead integrations between Genesys Cloud and external AI/LLM providers including AWS Bedrock, OpenAI, and Google Gemini as part of the Voice AI Connector platform.
Work closely with the Voice AI team to embed real-time AI capabilities (ASR, TTS, NLU, conversational AI) into Genesys routing flows.
Design and execute Genesys Cloud migration projects — including migrating from on- premise Genesys Pure Engage or other CCaaS platforms to Genesys Cloud.
Define technical architecture, integration patterns, and data flows for contact center environments.
Collaborate with engineering teams on Genesys APIs, SDKs, and webhooks to support Voice AI Connector's Universal Adapter architecture.
Contribute to IVR Crawling product by designing telephony automation and DTMF navigation workflows.
Conduct technical reviews, architecture assessments, and proof-of-concept builds for enterprise clients.
Mentor junior engineers and establish best practices for Genesys Cloud development within the team.
Required Skills & Experience
6+ years of hands-on experience with Genesys platforms (Genesys Cloud CX preferred;
Pure Engage or Pure Connect also considered).
Deep expertise in Genesys Architect — designing multi-level IVR flows, routing logic, skills-based routing, and call transfer strategies.
Strong knowledge of Genesys Cloud APIs, data actions, integrations, and the Genesys
App Foundry ecosystem.
Experience integrating Genesys with external systems via REST APIs, webhooks, and event-based architectures.
Familiarity with AI/NLP integration concepts — ASR (Automatic Speech Recognition),
TTS (Text-to-Speech), conversational bots, and agent assist tools.
Proficiency with cloud infrastructure: AWS (preferred), with understanding of networking, security, and microservices architecture.

Experience with contact center metrics, reporting, and dashboards (Genesys Analytics, Workforce Management).
Strong understanding of telephony protocols: SIP, RTP, WebRTC, DTMF.
Good to Have

Experience with Amazon Connect, NICE CXone, or Twilio Flex — particularly for cross- platform migration or benchmarking work.
Exposure to Lang Chain, Lang Graph, or agent-based AI frameworks.
AWS certifications (Solutions Architect, Contact Center Specialty).