Job Description

Project Role :

Application Lead

Project Role Description :

Lead the effort to design, build and configure applications, acting as the primary point of contact.

Must have skills :

Genesys Cloud CX

Good to have skills :

NA

Minimum

15

year(s) of experience is required

Educational Qualification :

15 years full time education



Summary: We are seeking an experienced Genesys Cloud CX Design and Architecture Engineer to lead the design, architecture, migration and deployment of Genesys Cloud solutions for enterprise-level contact center environments. You will play a critical role in delivering scalable, secure, and high-performance customer experience platforms by leveraging Genesys Cloud CX and integrating it with key enterprise systems. This role is both hands-on and strategic, and will work closely with business stakeholders, cross-functional teams, and clients to deliver cutting-edge contact center solutions. Roles & Responsibilities: o Architect and Design Genesys Cloud CX Solutions: o Lead end-to-end architecture and solution design for Genesys Cloud deployments. o Translate business and functional requirements into scalable and maintainable technical solutions. o Align platform designs with compliance, security, and operational standards. o Implementation and Configuration: o Oversee the technical implementation of Genesys Cloud features including voice, chat, email, SMS, IVR, bots, routing strategies, and WFM. o Configure and manage integrations with third-party platforms (e.g., CRM, ERP, databases). o Platform Leadership and Governance: o Serve as the Subject Matter Expert (SME) for Genesys Cloud CX. o Define and enforce best practices in design, configuration, and deployment. o Participate in platform governance, change management, and solution lifecycle planning. o Mentorship and Collaboration: o Provide guidance, training, and mentoring to internal teams and stakeholders. o Collaborate with cross-functional teams such as security, network, platform engineering, and architecture. o Continuous Improvement o Stay current with emerging Genesys Cloud features and industry trends. o Proactively recommend and implement improvements to optimize performance and customer experience. o Issue Management and Support: o Troubleshoot complex issues in production and staging environments. o Support escalation processes and provide hands-on technical support when needed. o Documentation and Compliance: o Maintain thorough documentation of architecture, designs, configurations, and change logs. o Ensure all solutions meet regulatory, security, and privacy standards. Professional & Technical Skills: - Experience o Minimum 20+ years of experience in contact center technologies. o At least 4+ years of hands-on experience with Genesys Cloud CX o Proven experience designing and deploying complex contact center solutions. o Migration experience from legacy platforms to Genesys Cloud CX. - Technical Skills o Strong proficiency in Genesys Cloud Design, Administration, IVR design, call flows, and routing. o Knowledge with APIs, JSON, and JavaScript. o Knowledge of Genesys Workforce Engagement (WEM), Reporting/Analytics, Omnichannel (Chat, Email, SMS), and Bot integration. o Experience integrating with systems like Salesforce, ServiceNow, MS Dynamics, or other enterprise tools / 3rd party applications. o Understanding of SIP, WebRTC, and telephony standards. o Experience with CI/CD pipelines and DevOps practices is a plus. o Certifications: o Preferably Genesys Cloud Certified Professional o Additional certifications in cloud platforms or contact center solutions are a plus. -Soft Skills o Excellent verbal and written communication skills. o Strong problem-solving skills and attention to detail. o Ability to work independently and in a globally distributed team environment. o Comfortable working in a matrixed organization structure - Mandatory Skill 1.Proven ability to design, implement, and lead complex Genesys Cloud deployments including voice, IVR, routing, and omnichannel. 2. Hands-on experience integrating Genesys Cloud with CRMs (e.g., Salesforce, MS Dynamics), ERP, and other third-party platforms via APIs and middleware. 3. Ability to translate business requirements into technical designs, and work closely with cross-functional teams and clients. - Good to Have Skills 1.CI/CD & DevOps Practices - Familiarity with automation pipelines, version control, and deployment tools to streamline configuration and testing. 2.Experience in Regulated Industries (e.g., Finance, Healthcare) - Helpful in ensuring compliance and designing with regulatory standards in mind. 3. Certification - Genesys Cloud Certified Professional Additional Information: - The candidate should have minimum 20 years with 4+ of experience in Genesys Cloud CX. - Bachelor's degree in Computer Science, Engineering, Telecommunications, or related field, or equivalent work experience. - A 15 years full time education is required.




15 years full time education