Description :

Job Title : Genesys Cloud Architect

Experience : 7+ Years

Location : Remote

Employment Mode : Contract to Hire - 6 Months to 1 Year (Extendable)

Job Summary :

We are seeking a highly skilled Genesys Cloud Architect to design and implement scalable, efficient, and user-friendly contact center solutions.

The ideal candidate should have extensive experience in Genesys Cloud, contact center technologies, and CRM integrations, while collaborating with cross-functional teams to drive innovative solutions.

Key Responsibilities :

- Design and develop end-to-end Genesys Cloud solutions tailored to business needs.

- Implement and optimize IVR Bots, ChatBots, Speech Analytics, and Workforce Management (WFM) solutions.

- Develop real-time and historical reporting analytics for contact center performance monitoring.

- Integrate Genesys Cloud with CRMs such as Salesforce and SAP, ensuring seamless data flow and agent experience.

- Build and optimize agent scripts to enhance customer service efficiency.

- Collaborate with business stakeholders, engineers, and cross-functional teams to deliver high-quality solutions.

- Provide technical leadership and guidance on best practices, architecture, and implementation strategies.

Required Skills & Qualifications :

- 7+ years of experience in Genesys Cloud architecture and development.

- Expertise in Real-time & Historical Reporting Analytics for contact centers.

- Hands-on experience with IVR Bots, ChatBots, Speech Analytics, and Workforce Management (WFM).

- Strong knowledge of CRM integrations with tools like Salesforce and SAP.

- Proficiency in API integrations, scripting, and automation.

- Excellent analytical and problem-solving skills with the ability to troubleshoot complex issues.

- Strong communication and collaboration skills to work effectively with stakeholders and teams.

Preferred Qualifications :

- Certification in Genesys Cloud or related technologies.

- Experience in AI-driven customer experience solutions.

- Familiarity with Agile development methodologies