Job Summary:

The Genesys Cloud Architect / Developer will support the design, development, integration, testing, and deployment of voice and customer engagement solutions as part of a Genesys Cloud migration initiative. The role requires strong hands-on expertise with Genesys Cloud Architect, Salesforce integration, CX Cloud for Salesforce, CTI Connector products, APIs, screen-pop functionality, analytics, and Workforce Management. The developer will collaborate with business stakeholders, contact center teams, Salesforce teams, integration developers, and infrastructure teams to deliver technical solutions and support migration activities within aggressive project timelines.

Key Responsibilities:
• Gather and analyze business, functional, and technical requirements for Genesys Cloud solutions.
• Design, develop, configure, test, and deploy voice solutions using Genesys Cloud.
• Build and configure inbound and outbound customer interaction workflows using Genesys Cloud Architect.
• Design and document call flows, routing strategies, IVR workflows, queues, prompts, and interaction-handling processes.
• Configure and optimize Genesys Cloud capabilities based on business and contact center requirements.
• Support migration of existing contact center capabilities to the Genesys Cloud platform.
• Design and implement integrations between Genesys Cloud and Salesforce.
• Configure and support CX Cloud for Salesforce and CTI Connector capabilities.
• Enable and optimize call-to-case and email-to-case functionality within Salesforce.
• Implement screen-pop functionality to provide agents with relevant customer and case information during interactions.
• Configure interaction routing and data synchronization between Genesys Cloud and Salesforce.
• Design and develop custom APIs and integration services connecting Genesys Cloud, Salesforce, and other enterprise applications.
• Develop secure, scalable, and reusable integration components.
• Troubleshoot API failures, authentication issues, data-mapping problems, CTI issues, routing issues, and integration performance problems.
• Configure and support Genesys Cloud analytics and reporting capabilities, including custom analytics solutions where required.
• Support operational reporting related to interactions, agents, queues, service levels, customer experience, and contact center performance.
• Configure and support Genesys Cloud Workforce Management capabilities, including forecasting, scheduling, workforce planning, and adherence requirements.
• Support unit testing, integration testing, UAT, deployment, production validation, cutover, and migration activities.
• Perform root-cause analysis and implement sustainable solutions for production issues.
• Create and maintain solution designs, call-flow documentation, integration specifications, configuration documentation, and operational support procedures.
• Take ownership of assigned technical deliverables through completion and operate effectively under tight project timelines.

Required Qualifications:
• 5+ years of hands-on experience with Genesys Cloud Architect, including designing and developing voice and interaction-routing solutions.
• Strong experience with Genesys Cloud CX and contact center migration or implementation projects.
• 3+ years of experience with API integration and custom development.
• 5+ years of experience with CX Cloud for Salesforce and CTI Connector products.
• 5+ years of experience implementing screen-pop functionality within contact center and Salesforce environments.
• 5+ years of experience with out-of-the-box and custom analytics capabilities.
• 5+ years of experience with Workforce Management (WFM) solutions.
• Strong experience integrating Genesys Cloud with Salesforce.com.
• Experience implementing call-to-case and email-to-case functionality.
• Strong understanding of call flows, IVR, routing, queues, interaction handling, and contact center architecture.
• Experience designing and developing custom APIs for enterprise integrations.
• Strong troubleshooting and root-cause-analysis skills.
• Ability to create clear technical documentation, including call flows, integration specifications, and solution designs.
• Strong communication and stakeholder-management skills.
• Ability to independently deliver technical solutions under aggressive project timelines.

Preferred Qualifications:
• Experience leading or contributing to large-scale Genesys Cloud migration or contact center transformation programs.
• Experience with Salesforce or Salesforce Service Cloud.
• Experience with enterprise CRM, customer service, and omnichannel contact center environments.
• Knowledge of security, authentication, API management, and enterprise integration best practices.
• Salesforce or Salesforce Service Cloud certifications.

Certifications:
• Genesys Cloud certifications.