Solution Architect - Genesys Cloud CX Implementation
Solution Architect - Genesys Cloud CX Implementation
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Position Overview
We are seeking an experienced Solution Architect to lead our migration and implementation of Genesys Cloud CX. The ideal candidate will have deep experience with contact center platforms particularly Genesys Cloud CX and strong technical skills to support complex migration activities. This role requires someone who can bridge the gap between business requirements and technical implementation with a focus on modernizing our contact center operations through cloud capabilities.
Key Responsibilities
- Lead the technical aspects of migrating from existing contact center platform to Genesys Cloud CX
- Analyze interpret and prepare existing data for migration to ensure data integrity and continuity
- Map existing outbound dialer strategies to new cloudbased dialer functionality
- Develop custom scripts and solutions for complex integrations using the Genesys API hub
- Translate current KPIs and reporting requirements to Genesys Cloud capabilities
- Collaborate with the existing team to identify opportunities to modernize processes
- Design and implement true omnichannel experiences leveraging Genesys Cloud capabilities
- Provide firstlevel support including issue triage and translation of cloud concepts for the team
- Document solution architecture and implementation plans
- Ensure the implementation follows best practices and meets business requirements
Qualifications :
Required Qualifications
- 5 years of experience as a Solution Architect in contact center environments
- Proven experience implementing Genesys Cloud CX (formerly PureCloud)
- Strong understanding of contact center technologies workflows and operations
- Experience migrating from legacy contact center platforms to cloud solutions
- Strong knowledge of outbound dialer strategies and implementation
- Proficiency in API integration and development (REST webhooks etc.)
- Experience with Genesys AppFoundry ecosystem and integration capabilities
- Contact center reporting and analytics expertise
- Understanding of IVR design call flows and routing strategies
- Excellent problemsolving and troubleshooting skills
Preferred Qualifications
- Genesys Cloud certifications (Genesys Cloud CX Consultant Developer or similar)
- Experience with multiple contact center platforms (for migration context)
- Knowledge of workforce management and quality management solutions
- Experience with CRM integrations (Salesforce Microsoft Dynamics etc.)
- Familiarity with cloud infrastructure (AWS Azure or GCP)
- Understanding of omnichannel strategy implementation
- Experience with contact center compliance requirements
- Project management experience in technology implementation projects
Technical Skills
- Genesys Cloud CX architecture and implementation
- API development and integration
- JavaScript Python or other programming languages for custom development
- Data migration tools and methodologies
- Cloud infrastructure concepts
- Contact center IVR and call flow design
- Knowledge of omnichannel routing and queue management
- Analytics and reporting solutions
Soft Skills
- Strong communication skills to translate technical concepts to business stakeholders
- Ability to work effectively with crossfunctional teams
- Problemsolving and analytical thinking
- Adaptability and flexibility in a rapidly changing environment
- Leadership capabilities to guide implementation teams
- Customerfocused approach to solution design
- Documentation and knowledge transfer abilities
Additional Information :
This position offers the opportunity to play a key role in transforming contact center operations through cuttingedge cloud technology. The ideal candidate will combine technical expertise with business acumen to ensure a successful implementation that delivers enhanced customer and agent experiences.
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
