The ideal candidate will be responsible for working cross-functionally to understand architecture needs by multiple business units. To be effective in this position, you must feel comfortable owning the entire architecture development process from inception to completion.
Responsibilities
- Lead architecture initiatives from inception to completion
- Collaborate with business users to create architecture in alignment with business need
- Act as a technical subject matter expert for business users
- Champion the adoption of reusable architecture assets to improve efficiency
- Produce documentation to aid in the understanding of existing architecture solutions
Qualifications
- Bachelor's degree in Computer Science, Engineering, or Mathematics
- Strong hands-on experience with Genesys Cloud CX (minimum 34 years within total 57 years experience).
- Deep expertise in:
- Architect (IVR & routing)
- Queues, skills, routing strategies
- Inbound voice and digital channels
- Proven experience delivering production-ready solutions under tight timelines.
Scope of Work & Responsibilities
1-Genesys Cloud CX Architecture
- Design and implement end-to-end Genesys Cloud CX solutions covering voice, digital, and AI use cases.
- Own solution architecture decisions aligned with business, operational, and CX KPIs.
- Support multi-queue, multi-BU, and high-volume contact center environments.
2-IVR & Routing Configuration
- Design and configure Architect-based IVR flows, including:
- Complex inbound routing logic
- Skill-based, data-driven, and priority routing
- Time-of-day, holiday, and regional routing
- Optimize routing strategies to improve FCR, AHT, and CSAT.
3-AI & Automation Capabilities
- Implement and configure Genesys AI features, including:
- Predictive routing
- Agent Assist and AI-powered guidance
- Conversation summaries and intent recognition
- Design and deploy conversational bots using AI Studio:
- Intent modelling and training
- Voice and digital bot flows
- Seamless bot-to-agent handover
- Configure AI Guides for real-time agent support and compliance prompts.
4-Integration & Technical Enablement
- Support integrations with CRM and backend systems using:
- REST APIs
- Webhooks
- Genesys Cloud APIs
- Collaborate with internal and external teams during integration, testing, and go-live.
5-Delivery & Support
- Rapid implementation of changes, enhancements, and new use cases.
- Support UAT, production deployment, and post-go-live stabilization.
- Troubleshoot complex IVR, routing, AI, and interaction issues.
- Provide technical documentation and knowledge transfer where required.
