Genesys Architect

Job Description

We are seeking a highly experienced Genesys Cloud Architect with 15 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 uptodate 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 uptodate 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 with Genesys Cloud architecture and implementation

Strong knowledge of Customer Service Operations and experience in leading Customer Service operations assessmentbenchmarking

Gen AI exposure to any of the LLMs

Experience implementing multichannel selfserviceIVR and OmniChannel Orchestration Routing using Genesys CloudEngage suite

Indepth knowledge and handson experience with Voice and NonVoice applications solutioning using tools like Genesys Administrator ArchitectComposerDesigner

Proven ability to identify customer needs through technical benefits assessment and build the business value of the solution

Knowledge of onpremises oncloud hybrid cloud and cloud economics including pricing strategy of different Genesys solutions

Experience in Genesys Cloud administration and application experience using Genesys ArchitectComposerDesigner and Genesys Framework Components

Experience in Assessment Designing and Implementation of Genesys CX or Migration to Genesys CX from other contact center technologies or onprem Genesys

Handson experience with embedding Genesys dialer into SaaS Applications like Salesforce Zendesk ServiceNow and custom Apps

Handson 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