Genesys Solution Architect
Genesys Solution Architect
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Salary Not Disclosed
1 Vacancy
Job Description
Role: Genesys Solution Architect
Location: Remote
Key Responsibilities:
- Lead the migration of existing CRM/contact center solutions from KANA (Verint/KANA Enterprise) to Genesys Cloud/Genesys Engage.
- Analyze current KANA configurations workflows and APIs and design equivalent functionality within Genesys.
- Develop configure and customize Genesys solutions including interaction flows routing strategies IVR and digital channels.
- Integrate Genesys with CRMs databases and third-party applications via REST APIs web services or middleware.
- Collaborate with stakeholders to gather requirements define use cases and translate them into technical solutions.
- Support testing defect resolution and validation of migrated features.
- Monitor and optimize the performance of Genesys applications and services.
- Provide production support during and post-migration phases.
Required Skills and Experience:
- 10 years of experience in developing and implementing Genesys solutions (Genesys Cloud/Genesys Engage preferred).
- Strong experience with KANA/Verint CRM platforms including workflow customization and data handling.
- Proven track record of successful KANA to Genesys migration projects.
- Solid understanding of contact center operations IVR design and omnichannel customer engagement.
- Proficiency in Genesys Designer Composer Architect Interaction Routing and Reporting (Pulse/CCPulse).
- Experience with REST APIs web services JSON XML and integration frameworks.
- Knowledge of cloud platforms (AWS/Azure/GCP) is a plus.
- Strong problem-solving skills and ability to work independently or in a team environment.
- Excellent communication and documentation skills.
Preferred Qualifications:
- Genesys Certifications (GCP GDE or similar).
- Experience with Verint WFO/WFM tools.
- Exposure to Agile/Scrum methodologies.
- Experience with CI/CD pipelines and DevOps practices.
Education:
- Bachelors degree in Computer Science Engineering or related field (or equivalent work experience).
Employment Type
Full-time
