Genesys Cloud CX Architect

Must-Have:

• Strong hands-on experience with Genesys Cloud CX and Architect
• IVR, ACD, queue and skills-based call routing
• Experience designing complex inbound/in-queue flows and routing logic
• Genesys Data Actions and REST API integrations, JSON, OAuth, Postman
• Strong understanding of Architect expressions, variables, conditions and error handling
• Enterprise contact-center/IVR implementation experience

Preferred / Value-Add:

• Google Cloud Platform experience, particularly Cloud Functions/Cloud Run
• Python and/or Node.js
• Apigee, Postman and Swagger/OpenAPI
• Git, CI/CD and production troubleshooting
• Experience migrating or simplifying Google Cloud Platform-based IVR/routing solutions into Genesys Cloud
• Genesys Cloud certification is a plus

Lead/Solution Architect, Senior Genesys Cloud Engineers, Integration Engineer, with QA responsibilities incorporated into the engineering team or an additional QA resource.

The key hiring criterion should be deep Genesys Cloud Architect, IVR and call-routing expertise. Google Cloud Platform, Python and Node.js should be treated as differentiators rather than mandatory skills.

Detailed breakdown of skills

1. Genesys Cloud CX

• Strong hands-on experience with Genesys Cloud CX
• Genesys Cloud Architect
• Inbound Call Flows
• In-Queue Flows
• Transfer and Disconnect flows
• IVR design and implementation
• ACD configuration
• Queue configuration
• Skills-based routing
• Priority-based routing
• Bullseye/alternative routing
• Queue and agent routing configuration
• Business hours, schedules and holidays
• Call treatment and error handling
• DTMF and voice interactions
• Callback and transfer scenarios

2. Genesys Architect – Advanced

Experience developing complex Architect flows involving:

• Conditional routing
• Complex decision logic
• Variables and collections
• Architect expressions
• Call attributes
• ANI/DNIS-based routing
• Customer/member attributes
• Product/service-based routing
• Language-based routing
• Authentication-aware routing
• Queue selection
• Priority management
• Business-rule-based routing
• Overflow and fallback routing
• Exception handling
• Reusable flow components

Candidates should be able to independently troubleshoot and optimize existing Architect flows.

3. IVR & Call Routing

Strong understanding of enterprise contact-center routing concepts, including:

• IVR call flows
• ACD
• Skills-based routing
• Queue-based routing
• Priority routing
• Language routing
• Customer segmentation
• Agent skills
• Queue capacity
• Service levels
• Overflow routing
• After-hours routing
• Alternate/fallback routing
• Business-rule-driven routing

The candidate should be able to translate business requirements into an efficient Genesys Cloud routing design.

4. Genesys Data Actions & API Integration

Strong experience with:

• Genesys Cloud Data Actions
• REST APIs
• JSON
• HTTP/HTTPS
• API authentication
• OAuth 2.0
• API request/response handling
• Error and timeout handling
• External system lookups
• Routing decisions based on API responses