Genesys Cloud CX Architect

What success looks like in this role:We're looking for a Genesys Cloud CX Architect to support and enhance mission-critical contact centre environments for the Department of Home Affairs and Department of Health. You'll provide Level 2/3 support across Genesys Cloud CX, telephony, IVR and call flows, integrations, and contact centre operations, resolving complex issues, delivering platform enhancements, and ensuring reliable, high-performing services through proactive support, continuous improvement, and strong operational governance.

Supporting and administering the Genesys Cloud CX platform and associated technologies. Monitoring platform health, routing performance, telephony services, and operational stability. Troubleshooting incidents across call routing, IVRs, Architect flows, queues, integrations, reporting, and telephony connectivity. Designing, developing, and maintaining IVR and call flow solutions using Genesys Architect. Supporting integrations with CRM, workforce management, identity management, and reporting platforms. Managing SIP trunking, carrier connectivity, number provisioning, and telephony services.

Conducting root cause analysis and driving continuous service improvements. Supporting platform upgrades, new feature adoption, testing, and release validation. Maintaining technical documentation, support procedures, and knowledge articles. Participating in an on-call roster supporting critical contact centre services.

You will be successful in this role if you have:Genesys Cloud CX AdministrationGenesys Architect (IVR & Flow Design)Contact Centre Routing & Queue ManagementSIP Telephony & Voice ServicesWorkforce Engagement Management (WEM)API & Integration SupportIncident, Problem & Change ManagementReporting & AnalyticsCloud Platform AdministrationITIL Service ManagementIf you're passionate about Genesys Cloud, enjoy solving complex contact centre challenges, and want to play a key role in supporting critical customer services, we'd love to hear from you.

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