Job Title: Genesys Architect
About the Role:
The Genesys Architect will design, implement, and optimize Genesys-based contact center solutions for our clients. This role requires a deep understanding of Genesys technologies, excellent problem-solving abilities, and a strong grasp of customer experience (CX) solutions.
Mandatory Skills:
* Proven experience as a Genesys Architect with at least 6 years of relevant experience in designing and implementing Genesys solutions.
* Hands-on experience with Genesys platforms and associated tools (Composer, Designer, Interaction Routing).
* Proficiency in scripting and development (e.g., Java, Python, or Genesys Routing Scripting).
* Strong understanding of telecommunications protocols (SIP, VoIP, etc.) and cloud technologies.
* Familiarity with APIs, web services, and system integrations.
Roles and Responsibilities:
Architecture Design:
Develop scalable, reliable, and efficient architectural designs for Genesys contact center platforms.
Design solutions for voice, chat, email, SMS, and social media interactions.
Ensure the architecture aligns with business requirements, performance expectations, and industry best practices.
Implementation & Integration:
Lead the deployment of Genesys Cloud.
Integrate Genesys platforms with CRM, WFM, IVR, and other enterprise systems.
Develop routing strategies, workflows, and IVR solutions tailored to business needs.
Optimization & Support:
Continuously monitor system performance and recommend improvements to enhance efficiency and uptime.
Troubleshoot issues, provide advanced technical support, and resolve escalations.
Stay updated on Genesys product releases and incorporate new features where applicable.
Collaboration & Leadership:
Collaborate with IT teams, business stakeholders, and vendors to ensure successful project delivery.
Provide technical guidance and mentoring to junior engineers and developers.
Lead workshops and design sessions to gather and document requirements.