Overview As a Genesys Architect, you will lead the overall architecture of the Genesys ecosystem to support growth and reliability. You work with cross-functional teams to deliver architecture blueprints, integration solutions, and performance benchmarks across on-premise and cloud environments. You drive standardized, enterprise-wide solutions and guide production support and major upgrade efforts. This role offers impact by shaping how contact center platforms scale and integrate with other systems, delivering efficient, reliable customer interactions.
Responsibilities- Lead architecture and configuration efforts for the Genesys ecosystem to meet business goals
- Plan, design, prototype, and engineer Genesys framework components
- Design and oversee integration projects and third-party connections
- Steer architecture consulting tracks and product selection
- Optimize system performance and establish best practices across the ecosystem
- Triage and resolve production issues with cross-functional teams and vendors
- Direct activities of Application Support Developers and Configuration Specialists
- Develop project documentation including high-level designs and non-functional requirements
Key requirements- Bachelor's degree in IT/CS or equivalent experience
- 8+ years IT experience
- 10+ years in application development and maintenance of vendor systems
- 2 years in cloud or on-premise architecture design
- 3-5 years leading voice application systems or similar vendor apps
- Strong knowledge of Security Architecture, LDAP/AD, SAML, web protocols, REST/JSON
- Experience integrating Genesys, Epic, Salesforce with third-party solutions
- Excellent communication and stakeholder management skills
- Ability to translate architecture practices into concrete use cases
- Willingness to obtain Genesys certifications within 6 months
- 3+ years experience with complex multichannel contact center systems
- excellent communication and presentation abilities
- customer relationship management
- collaboration across cross-functional teams
- Genesys Engage (or similar IVR)
- Epic, Salesforce integration
- REST APIs and Web Services
