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Genesys Cloud Architect

Fort Technologies Inc.Ellicott City, MD🇺🇸United StatesPosted 15 Sept 2026

Why This Role Stands Out

You will shape the future of enterprise voice and contact center solutions by designing and implementing cutting-edge Genesys Cloud CX architectures, offering significant opportunities for technical leadership and professional growth. This hybrid role is ideal for experienced architects who excel at bridging business needs with innovative technology, collaborating with talented teams to deliver exceptional customer experiences. Take advantage of this chance to make a substantial impact in a reputable technology company.

Quick Overview

Seniority
Mid Senior
Work mode
Hybrid
Location
Ellicott City, MD, United States
Posted
18 hours ago
NLPAzureREST

Job Description

We are seeking an experienced Genesys Cloud Architect with deep expertise in the Genesys Cloud CX platform. In this role, you will lead the design, implementation, and optimization of our enterprise voice, routing, and contact center architecture. You will bridge the gap between business needs and technical execution, ensuring high availability, superior call quality, and seamless integrations with cloud ecosystems.

Key Responsibilities

  • Architecture & Design:Design scalable, secure, and resilient inbound/outbound voice solutions, Session Border Controller (SBC) configurations, and SIP trunking architectures within CCaaS (Contact Center as a Service) environments.
  • Genesys Platform Management:Lead the configuration and optimization of the Genesys Cloud CX Platform, including advanced routing strategies, Architect flows, IVR development, and queue management.
  • System Integrations:Oversee API integrations, web services, and middleware connecting Genesys with enterprise platforms like Salesforce, ServiceNow, and Microsoft Dynamics.
  • AI & Omnichannel Strategy:Implement AI-driven capabilities such as conversational bots, Natural Language Processing (NLP), and Dialog Engine, alongside digital channels (chat, email, messaging).
  • Performance & Quality Tuning:Monitor contact center metrics, perform capacity planning, handle load testing, and ensure strict Quality of Service (QoS) for voice traffic.
  • Leadership & Governance:Establish architectural standards, mentor engineering teams, and collaborate with cross-functional stakeholders to translate business goals into technical roadmaps.

Required Qualifications

  • Experience:7 10+ years of overall IT experience, with at least 4 5 years focused specifically on contact center architecture and Genesys Cloud / PureCloud
  • Technical Expertise:
    • Deep understanding of telephony protocols (SIP, RTP, VoIP, WebRTC), QoS/CoS network designs, and carrier interconnections (SIP trunking).
    • Hands-on experience with cloud environments (Azure).
    • Proficiency with REST APIs, JSON, and webhooks for third-party integrations.
  • Certifications:Genesys Cloud Certified Professional, Architect, or Developer credentials are a strong plus.
  • Soft Skills: Excellent communication abilities to explain complex technical concepts to non-technical business leaders.

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