Senior Genesys Cloud CX Solution Architect
New
Canada, US business hours (MST alignment)Full-TimeSenior
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- 7+ years of experience in CCaaS/contact center architecture, including 4+ years hands-on with Genesys Cloud (PureCloud)
- Required Skills
- AWSData modeling
Requirements
- 7+ years of experience in CCaaS/contact center architecture, including 4+ years hands-on with Genesys Cloud (PureCloud).
- Strong expertise in Genesys Cloud components including Architect flows, routing, IVR, outbound dialer, WFM, QM, and analytics.
- Deep understanding of Genesys Cloud APIs (Platform API, Analytics API, Notification Service) and data models.
- Proven ability to extract and operationalize conversation-level data outside native reporting tools.
- Hands-on experience integrating Genesys Cloud with AWS services (EventBridge, Lambda, S3, Redshift or similar data platforms).
- Solid understanding of SIP, telephony infrastructure, and cloud contact center architecture principles.
- Strong client-facing communication skills with the ability to engage both technical and executive stakeholders.
- Experience delivering enterprise-scale implementations in complex, global environments.
Responsibilities
- Lead end-to-end architecture design for Genesys Cloud CX solutions, including inbound routing, IVR, outbound dialer, reporting, and integrations.
- Facilitate technical workshops with client stakeholders to translate business requirements into scalable platform architecture.
- Design and implement data extraction and analytics strategies using Genesys Cloud APIs, conversation data models, and event streaming.
- Architect event-driven integrations leveraging Genesys Cloud Notification Service and AWS services (EventBridge, Lambda, S3, Redshift).
- Define and document conversation, session, and segment data models for reporting, analytics, and operational insights.
- Own outbound dialer architecture, including campaign design, compliance, and dial attempt data extraction.
- Act as the primary Genesys Cloud SME for both internal teams and client technical leadership.
- Troubleshoot complex issues across telephony, routing, integration, and reporting layers.
- Produce architecture diagrams, technical specifications, and implementation documentation.
- Support testing, UAT, deployment, cutover, and post-go-live stabilization activities.
View Full Description & ApplyYou'll be redirected to the employer's site
