Overseas Contractor

Genesys Cloud Architect

We are seeking a highly experienced Genesys Cloud Architect with 15 to 20 years of experience to join our team. As a Genesys Cloud Architect, you will be responsible for designing and architecting Genesys Cloud solutions based on business requirements and technical considerations. You will collaborate with stakeholders, lead the implementation and configuration of Genesys Cloud solutions, and oversee the integration with other systems and applications.

Additionally, you will provide technical guidance and support, troubleshoot complex technical issues, and stay up-to-date with the latest Genesys Cloud features and capabilities.

Responsibilities

• Design and architect Genesys Cloud solutions based on business requirements and technical considerations
• Collaborate with stakeholders including business analysts, developers, and infrastructure teams to understand project objectives and create robust Genesys Cloud designs
• Lead the implementation and configuration of Genesys Cloud solutions ensuring they align with best practices and industry standards
• Oversee the integration of Genesys Cloud with other systems and applications such as CRM platforms, contact center tools, and databases
• Define and document technical specifications, system configurations, and workflows
• Provide technical guidance and support to development teams during the implementation and testing phases
• Troubleshoot and resolve complex technical issues related to Genesys Cloud deployments
• Stay up-to-date with the latest Genesys Cloud features and capabilities and recommend innovative solutions to enhance customer experience and contact center efficiency
• Conduct performance assessments, capacity planning, and security reviews for Genesys Cloud environments

Desired Skills

• Should have sound knowledge and hands-on experience of 10 to 15 years with Genesys Cloud architecture and implementation
• Strong knowledge of Customer Service Operations and experience in leading Customer Service operations assessment benchmarking
• Gen AI exposure to any of the LLMs
• Experience implementing multichannel self-service IVR and Omni Channel Orchestration Routing using Genesys Cloud Engage suite
• In-depth knowledge and hands-on experience with Voice and Non-Voice applications solutioning using tools like Genesys Administrator Architect Composer Designer
• Proven ability to identify customer needs through technical benefits assessment and build the business value of the solution
• Knowledge of on-premises on-cloud hybrid cloud and cloud economics including pricing strategy of different Genesys solutions
• Experience in Genesys Cloud administration and application experience using Genesys Architect Composer Designer  and Genesys Framework Components
• Experience in Assessment Designing and Implementation of Genesys CX or Migration to Genesys CX from other contact center technologies or on-prem Genesys
• Hands-on experience with embedding Genesys dialer into SaaS Applications like Salesforce Zendesk Service Now and custom Apps
• Hands-on experience with the implementation of Virtual Agent Amazon Lex Google CCAI Agent Assist knowledge base caller intent identification capabilities in Genesys
• Experience in integrating Genesys with AWS Lambda or using Genesys Data action to retrieve data from Database or API