Genesys Cloud Architect

Costa Mesa, CA - USA

Monthly Salary: Not Disclosed

Posted on: 13 hours ago

Vacancies: 1 Vacancy

Job Summary

We are seeking a Genesys Cloud Architect to own and manage our contact center and telephony infrastructure on a day-to-day basis.

This role is responsible for the administration configuration and troubleshooting of our Genesys Cloud CX contact center platform its CTI integration with Salesforce (Litify) and our Invoca call tracking environment processes approximately 200 inbound calls per day across multiple office lines with call data flowing through Invoca for marketing attribution Genesys Cloud CX for call routing and agent management and Salesforce/Litify as our CRM and legal case management platform.

Key Responsibilities

Genesys Cloud CX Platform Administration

Manage day-to-day Genesys Cloud CX configuration including queues skills routing policies and agent assignments

Build modify and maintain Architect IVR call flows schedules and routing logic

Configure and manage DIDs phone number assignments and call forwarding rules

Monitor real-time and historical contact center metrics (queue wait times agent utilization call volumes)

Administer wrap-up codes dispositions and after-call work configurations

Manage user accounts roles permissions and agent licensing within Genesys Cloud CX

Troubleshoot call quality issues dropped calls and routing failures

Manage workforce engagement features including scheduling and adherence monitoring

Genesys CTI & Salesforce Integration

Administer the Genesys Cloud for Salesforce CTI adapter (purecloud managed package) ensuring reliable call logging and screen pop functionality

Configure and maintain Activity Attribute field mappings between Genesys call properties ( etc.) and Salesforce Task fields

Expand CTI data capture by mapping additional Genesys interaction attributes (queue name IVR time ACD time agent notes wrap-up codes) to custom Salesforce fields

Ensure call records (Tasks) are properly linked to Contacts and Intake records in Litify

Troubleshoot CTI issues including failed screen pops missing call logs incorrect field mappings and agent softphone connectivity

Work with Salesforce administrators to build automations (Flows/Triggers) that enrich Intake and Contact records with call data

Invoca Call Tracking Integration

Manage the Invoca-to-Genesys call routing configuration including tracking number assignments and ring-to destinations

Ensure UTM and marketing attribution data flows accurately from Invoca through to Salesforce Intake records

Troubleshoot discrepancies between Invoca call data and Salesforce records

Coordinate with marketing on tracking number provisioning campaign setup and promo number descriptions

Monitor Invoca webhook deliveries and integration health

Internal Support & Tickets

Serve as the primary point of contact for all phone system and contact center related tickets

Respond to agent-reported issues (softphone problems call transfer failures login issues audio quality)

Handle requests for new queue creation IVR changes schedule modifications and routing adjustments

Onboard new agents into Genesys Cloud CX and configure their CTI softphone setup in Salesforce

Document system configurations procedures and troubleshooting guides

Required Qualifications

7 years of hands-on experience administering Genesys Cloud CX (formerly PureCloud) including Architect IVR flows queue management ACD routing and workforce engagement features

2 years of experience configuring and troubleshooting Genesys CTI integrations with Salesforce including the Genesys Cloud for Salesforce managed package (purecloud) Activity Attribute mappings Interaction Attribute screen pops and call activity logging

2 years of experience with Salesforce administration including custom objects custom fields Flows and managed package configuration

Working knowledge of Invoca or similar call tracking platforms (CallRail Marchex DialogTech)

Understanding of telephony concepts: SIP trunking PSTN DIDs ANI/DNIS IVR ACD call forwarding and call recording

Experience with Salesforce Task/Activity record management and understanding of WhoId/WhatId relationships

Strong troubleshooting skills with the ability to trace data flows across multiple integrated systems (Invoca Genesys Salesforce)

Required Experience:

Staff IC

We are seeking a Genesys Cloud Architect to own and manage our contact center and telephony infrastructure on a day-to-day basis. This role is responsible for the administration configuration and troubleshooting of our Genesys Cloud CX contact center platform its CTI integration with Salesforce (Lit...