Genesys Architect

Genesys Cloud CX, Architect (Inbound / Outbound / Secure Flows), IVR Design & Call Flow Architecture, Voice Bots, Digital Bots, API Integration (REST, Web Services), CRM Integration (Salesforce) Debugging & Troubleshooting, CI/CD, Code Quality & Governance.

1. Deep expertise in Inbound, Secure, Voice bots, In Queue, Transfer, and Agentless Architect flows

2. Expert in designing IVR & intent models, utterances, entities, and dialog flows aligned with security, audit, and regulatory requirement

3. Strong hands on experience integrating IVA with CRM / policy / billing systems using REST/SOAP APIs

4. Tracks KPIs such as IVR containment, intent accuracy, misroutes, CSAT/tNPS impact

5. Demonstrates strong ability to analyze complex IVR/IVA issues across Architect flows, integrations, and telephony layers

Key Responsibilities:

1. Expert understanding of Genesys Voice / BYOC, SIP routing, DTMF, codecs, and audio flows

2. Demonstrates strong ability to analyze complex IVR/IVA issues across Architect flows, integrations, and telephony layers

3. Drives continuous improvement using production analytics and real caller behavior

Design & Own End-to-End IVA / IVR Solutions

Deliver High Quality, Production Ready Architect Flows

Lead Integrations with Backend & CRM Systems

Support Testing, UAT & Production Stability

Collaborate with Stakeholders & Drive Continuous Improvement. Specialist in designing and optimizing Genesys IVA solutions that deliver intelligent intent recognition, secure authentication, and high call containment across enterprise contact centers

Salary Range- $95,000-$120,000 a year

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