We are seeking an experienced Contact Center Architect with deep expertise in Genesys Cloud CX and enterprise contact center technologies. The ideal candidate will design, implement, and optimize scalable contact center solutions, ensuring high availability, security, and seamless customer experience across voice and digital channels.
Key Responsibilities
• Architect and design enterprise contact center solutions using Genesys Cloud CX or Genesys Engage.
• Lead end-to-end implementation of contact center platforms.
• Design IVR, call routing strategies, and omnichannel customer engagement solutions.
• Integrate contact center systems with CRM platforms such as Salesforce or Microsoft Dynamics 365.
• Ensure high availability, disaster recovery, and performance optimization.
• Provide technical leadership and architecture guidance to development teams.
• Collaborate with business stakeholders to gather requirements and design scalable solutions.
• Develop integration strategies using APIs and middleware.
Required Skills
• Strong experience with Genesys Cloud CX or Genesys Engage.
• Expertise in IVR design, call flows, and routing strategies.
• Experience with SIP, VoIP, and telephony protocols.
• Knowledge of contact center technologies such as ACD, CTI, and workforce management.
• Experience with API integrations and microservices.
• Strong understanding of cloud platforms like Amazon Web Services or Microsoft Azure.
Nice to Have
• Experience with Amazon Connect or other CCaaS platforms.
• Knowledge of chatbot or AI integration in contact centers.
• Experience with DevOps and CI/CD practices.
• Contact center migration experience (on-premise to cloud).