Qualifications

• 7+ years of experience in contact center technologies, particularly with Genesys Cloud CX solutions.
• Demonstrated ability to design and implement large-scale cloud contact center solutions.
• Extensive knowledge of IVR, call flows, omnichannel strategies, and AI/ML applications.
• Proficient in API integrations (REST/SOAP) and microservices architecture.
• Experience connecting Genesys Cloud CX to CRM systems like Salesforce, Microsoft Dynamics, or ServiceNow.
• Strong grasp of infrastructure planning and ensuring high availability and performance across platforms.
• In-depth understanding of SIP infrastructure and related components.

Responsibilities

• Lead the architecture and design of Genesys Cloud CX solutions.
• Convert business needs into robust technical specifications.
• Establish and manage the technical roadmap for contact center platforms.
• Collaborate with enterprise architects for integrated system solutions.
• Provide hands-on leadership during solution design and deployment processes.
• Mentor engineering teams on best practices and standards for architecture.
• Oversee the integration of third-party systems, ensuring compliance with security and performance standards.
• Track latest Genesys Cloud features and industry trends to promote continuous innovation.

Benefits

• Opportunity to work at the forefront of cloud technology in customer experience.
• Collaborative environment with cross-functional teams.
• Engagement with cutting-edge solutions and innovative practices.
• Leadership opportunity in shaping technical direction.
• Focus on ongoing learning and staying current with industry advancements.