Company
Technology
SeniorGenesysCloudCXSolutionArchitect
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“Senior Genesys Cloud CX Solution Architect. Skills: Genesys Cloud CX architecture, Genesys Cloud APIs, AWS integration, data modeling, client-facing communication. Lead end-to-end architecture design for Genesys Cloud CX solutions, including inbound routing, IVR, outbound dialer, reporting, and integrations. Facilitate technical workshops with client stakeholders to translate business requirements into scalable platform architecture. Design and implement data extraction and analytics strategies ”
What You'll Achieve.
Opportunity to work on large-scale enterprise CCaaS transformation programs. Access to complex, mission-critical projects in Fortune 100 environments.
Industry & Context.
end-to-end architecture design; scalable platform architecture; data extraction; analytics strategies; event-driven integrations; troubleshoot complex issues
Must be able to support US business hours (MST alignment).
What They're Looking For.
Must Have
7+ years of experience in CCaaS/contact center architecture, including 4+ years hands-on with Genesys Cloud. Expertise in Genesys Cloud components including Architect flows, routing, IVR, outbound dialer, WFM, QM, and analytics. Deep understanding of Genesys Cloud APIs (Platform API, Analytics API, Notification Service) and data models. Proven ability to extract and operationalize conversation-level data outside native reporting tools. Hands-on experience integrating Genesys Cloud with AWS services (EventBridge, Lambda, S3, Redshift or similar data platforms). Solid understanding of SIP, telephony infrastructure, and cloud contact center architecture principles. Client-facing communication skills with the ability to engage both technical and executive stakeholders. Experience delivering enterprise-scale implementations in complex, global environments. Must be able to support US business hours (MST alignment).
Nice to Have
Genesys Cloud certifications and exposure to WEM, Speech & Text Analytics, or AI features. Experience with CRM integrations (Salesforce, ServiceNow, Microsoft Dynamics) and middleware tools (MuleSoft, Boomi). Background in consulting, professional services, or managed services environments.
What You'll Do.
Lead end-to-end architecture design for Genesys Cloud CX solutions, including inbound routing, IVR, outbound dialer, reporting, and integrations.
Facilitate technical workshops with client stakeholders to translate business requirements into scalable platform architecture.
Design and implement data extraction and analytics strategies using Genesys Cloud APIs, conversation data models, and event streaming.
Architect event-driven integrations leveraging Genesys Cloud Notification Service and AWS services.
Define and document conversation, session, and segment data models for reporting, analytics, and operational insights.
Own outbound dialer architecture, including campaign design, compliance, and dial attempt data extraction.
Act as the primary Genesys Cloud SME for both internal teams and client technical leadership.
Troubleshoot complex issues across telephony, routing, integration, and reporting layers.
Produce architecture diagrams, technical specifications, and implementation documentation.
Support testing, UAT, deployment, cutover, and post-go-live stabilization activities.
How You'll Work.
Team & Collaboration
Collaboration with global enterprise stakeholders and advanced technical teams.
Communication Scope
client-facing communication; engage both technical and executive stakeholders
Full Job Description
## Accountabilities Lead end-to-end architecture design for Genesys Cloud CX solutions, including inbound routing, IVR, outbound dialer, reporting, and integrations. Facilitate technical workshops with client stakeholders to translate business requirements into scalable platform architecture. Design and implement data extraction and analytics strategies using Genesys Cloud APIs, conversation data models, and event streaming. Architect event-driven integrations leveraging Genesys Cloud Notification Service and AWS services (EventBridge, Lambda, S3, Redshift). Define and document conversation, session, and segment data models for reporting, analytics, and operational insights. Own outbound dialer architecture, including campaign design, compliance, and dial attempt data extraction. Act as the primary Genesys Cloud SME for both internal teams and client technical leadership. Troubleshoot complex issues across telephony, routing, integration, and reporting layers. Produce architecture diagrams, technical specifications, and implementation documentation. Support testing, UAT, deployment, cutover, and post-go-live stabilization activities. Requirements: 7+ years of experience in CCaaS/contact center architecture, including 4+ years hands-on with Genesys Cloud (PureCloud). Strong expertise in Genesys Cloud components including Architect flows, routing, IVR, outbound dialer, WFM, QM, and analytics. Deep understanding of Genesys Cloud APIs (Platform API, Analytics API, Notification Service) and data models. Proven ability to extract and operationalize conversation-level data outside native reporting tools. Hands-on experience integrating Genesys Cloud with AWS services (EventBridge, Lambda, S3, Redshift or similar data platforms). Solid understanding of SIP, telephony infrastructure, and cloud contact center architecture principles. Strong client-facing communication skills with the ability to engage both technical and executive stakeholders. Experience delivering enterprise
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