Genesys Cloud CX Solutions Architect || Remote ||
Key Responsibilities
* Design end-to-end Genesys Cloud CX solutions for healthcare contact centers.
* Lead client discussions, discovery workshops, product evaluations, and architecture presentations.
* Explain Genesys capabilities across voice, IVR, routing, digital channels, workforce management, quality management, analytics, outbound campaigns, bots, AI, Agent Assist, recording, reporting, and customer journey management.
* Clearly present the pros, cons, limitations, dependencies, costs, and best-fit use cases of each Genesys capability.
* Compare solution options and recommend the right approach based on business needs, scalability, security, user experience, and cost.
* Architect integrations with CRM, ServiceNow, Epic, Cerner, scheduling, claims, billing, identity platforms, and internal applications.
* Design integrations using Genesys Data Actions, REST APIs, OAuth, webhooks, middleware, and event-based services.
* Design unified agent desktop and screen-pop solutions for patient, member, and provider information.
* Ensure solutions meet HIPAA, PHI protection, privacy, security, recording, and compliance requirements.
* Review vendor designs and provide technical leadership through implementation, testing, and deployment.
Required Skills
* 12+ years of overall contact center technology experience.
* 8+ years of hands-on Genesys experience, including at least 5 years with Genesys Cloud CX.
* Proven experience leading multiple enterprise-scale Genesys implementations, migrations, and integrations.
* Strong knowledge of the complete Genesys Cloud CX product suite.
* Ability to explain Genesys features, licensing models, strengths, weaknesses, constraints, and alternatives.
* Strong experience with IVR, Architect flows, routing, telephony, digital channels, WEM, analytics, bots, AI, and integrations.
* Experience integrating Genesys with CRM, ServiceNow, Epic, Cerner, or other enterprise platforms.
* Strong knowledge of REST APIs, OAuth, SSO, JSON, middleware, and cloud integration patterns.
* Good understanding of healthcare contact center operations and HIPAA requirements.
* Excellent communication, presentation, consulting, stakeholder-management, and solution-pitching skills.
* Ability to create architecture diagrams, integration designs, call flows, solution comparisons, and implementation roadmaps.
