Genesys Cloud Principal Architect

The Genesys Architect will be responsible for designing, implementing, and maintaining Genesys-based solutions for our organization. The ideal candidate will have a strong background in contact center technologies, extensive experience with the Genesys platform, and the ability to design innovative and scalable solutions to meet business requirements.

Responsibilities

• Design and architect Genesys-based solutions, including but not limited to PureConnect, PureEngage, and PureCloud, 
• Collaborate with stakeholders to gather and analyze business requirements and translate them into technical designs and specifications.
• Develop and maintain system architecture diagrams, configuration documents, and technical design documentation for Genesys solutions.
• Lead and participate in the implementation, configuration, and customization of Genesys products and integrations with other enterprise systems.
• Provide expertise in telephony integration, call routing strategies, IVR design, and other Genesys core functionalities.
• Design security and global scalability.  Ensure adherence to security best practices and compliance requirements in Genesys solution designs.
• Design and implement reporting and analytics solutions to monitor and optimize contact center performance.
• Inform the client of the latest Genesys technologies, updates, and releases, and provide recommendations for system enhancements and optimizations.
• Design and configure Genesys-based solutions, including call routing strategies, IVR (Interactive Voice Response) workflows, and agent desktop applications.
• Implement and customize Genesys components such as routing strategies, queues, agents, and voice treatments to optimize contact center performance.
  Configure and integrate Genesys solutions with other enterprise systems, including CRM platforms, telephony systems, and third-party applications.
  Design and implement reporting and analytics solutions to monitor contact center KPIs (Key Performance Indicators) and provide insights for optimization.
• Collaborate with cross-functional teams, including developers, system administrators, and business analysts, to ensure successful implementation of Genesys solutions.
  Conduct testing and quality assurance activities to validate the functionality and performance of Genesys configurations.
  Provide training and support to end-users and stakeholders on Genesys applications and functionalities.

Skills

• Minimum of 15 years of experience in designing and implementing Genesys-based solutions in enterprise environments.
• In-depth knowledge and hands-on/ preferred  experience with Genesys PureConnect, PureEngage, and/or PureCloud platforms.
• Strong understanding of contact center concepts and technologies, including ACD (Automatic Call Distribution), CTI (Computer Telephony Integration), and IVR.
• Hands-on experience with Genesys PureConnect, PureEngage, or PureCloud platforms.
• Proficiency in Genesys Designer, Composer, or similar tools for configuration and customization.
• Knowledge of telephony protocols such as SIP, H.323, and RTP, as well as experience with telephony integrations.
• Strong understanding of telephony protocols such as SIP, H.323, and RTP, as well as experience with telephony integrations.
• Proficiency in scripting languages such as JavaScript, Python, or Java for customization and automation.
• Excellent communication and collaboration skills, with the ability to interact effectively with stakeholders at all levels of the organization.
• Genesys certifications such as Genesys Certified Professional (GCP) or Genesys Certified Associate (GCA) preferred.
• Proven track record of designing and implementing complex Genesys solutions that meet business objectives.
• Knowledge of  enterprise architecture, integration patterns, data requirements to drive design requirements