Genesys Cloud Architect

Key Responsibilities

• Architecture & Design: Design end-to-end contact center solutions on Genesys Cloud, ensuring high availability, global scalability, and fault tolerance.
• SCV & CRM Integration: Lead advanced integrations between Genesys Cloud and CRM environments, specifically Salesforce Service Cloud Voice (SCV), leveraging telephony toolkits, APIs, and event-driven architectures.
• AI & Automation: Implement AI-powered experience orchestration, bot integrations, and automated workflows to optimize customer interactions
• Technical Leadership: Guide software engineers, administrators, and IVR developers through complex deployments, code reviews, and Agile delivery ceremonies.
• Governance & Operations: Define platform governance, security compliance protocols, data actions, and best operational practices across regional business units.