Genesys Cloud CX Architect
Primary stack
Nice to have's
Job description
About the Position
We are seeking an experienced Genesys Cloud CX Architect to design, develop, configure, and maintain customer experience and contact center solutions using the Genesys Cloud CX platform. This role involves building Architect flows, integrating systems, configuring routing strategies, and ensuring optimal platform performance to support business objectives.
Responsibilities
- Design, develop, and enhance IVR/IVA flows using Genesys Architect
- Build and optimize call routing strategies, queues, skills, schedules, and user configurations
- Development of bots using Genesys Dialog Engine (NLU/NLP) for voice and digital channels
- Creation of automation workflows using Genesys Cloud APIs, web services, and 3rd-party integrations
- Configure telephony components including SIP trunks, DID routing, Edge settings, and station setups
- Enable, configure, and support digital channels such as chat, email, messaging, and social media
- Deployment of new features, enhancements, and platform updates as part of continuous improvement
- Integration of Genesys Cloud CX with external systems such as CRM, ticketing, and authentication systems
- Utilization of REST APIs, webhooks, and event streams for custom use cases
- Monitor performance, call flows, interaction paths, and platform health
- Root-cause analysis of call failures, routing issues, and telephony problems, providing L2/L3 technical support and collaborating with Genesys Care for escalations
- Creation of dashboards and custom reports using Genesys Analytics, analyzing KPIs such as SLA, AHT, abandon rate, and agent performance
- Management of user roles, permissions, and access control while ensuring SSO, data privacy, and compliance standards
- Documentation of configurations, flows, integrations, and release changes in collaboration with CX, IT, development, WFM, and business teams
Requirements
- 10-12 years of experience in software development, with 3-6+ years in Genesys Cloud CX engineering or development
- Expertise in Architect flow design covering call flows, IVRs, and bots
- Proficiency in routing strategies including ACD, skills, preferred agent, and bullseye
- Knowledge of telephony including SIP, trunks, and call control
- Skills in digital channels such as chat, email, and messaging
- Background in REST APIs, JSON, and web services
- Familiarity with OAuth and SSO/IdP integrations such as Azure AD, Okta, and Ping
- Understanding of cloud networking basics with AWS or Azure preferred
- Strong problem-solving and analytical thinking
- Excellent communication skills for technical and business audiences
- Capability to work in fast-paced, agile environments
- Genesys Cloud CX Certified Professional (GCX-P)
- Genesys Cloud Architect Certification
- ITIL Foundation
- Advanced proficiency in English (C1+)
Nice to Have
- Experience with AI-powered bots, sentiment analysis, and speech analytics
- Experience with contact center migrations such as Avaya, Cisco, and Genesys Engage to Cloud CX
- Familiarity with scripting such as Python, PowerShell, and JavaScript
We Offer
- Competitive salary
- Opportunity to work in a hybrid environment
- Professional development opportunities
About the Company
[Company description if present]
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EPAM helps organizations innovate their business processes and rethink the way they manage their businesses so they can remain competitive in this new digital age.