Genesys Cloud CX Architect
Core
Design, develop, and maintain IVR and call flow solutions while providing Level 2/3 support for mission-critical contact centre environments.
Role type
Senior IC Genesys Cloud CX Architect
Builds
IVR flows, call routing logic, and integrations for government contact centres
Domain
Contact Centre Operations / Telephony
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Genesys Cloud CX Administration, Genesys Architect (IVR & Flow Design), Contact Centre Routing & Queue Management, SIP Telephony & Voice Services, Workforce Engagement Management (WEM), API & Integration Support, Incident/Problem/Change Management, Reporting & Analytics, Cloud Platform Administration, ITIL Service Management
Responsibilities
Monitoring platform health and routing performance, troubleshooting incidents across call routing and integrations, designing and maintaining IVR solutions, managing SIP trunking and carrier connectivity, conducting root cause analysis, supporting platform upgrades and feature adoption, maintaining technical documentation, participating in on-call rosters
Seniority
Senior, hands-on IC
