Role Summary :

ARAs Client is seeking a Technology Architect Genesys Cloud CX to lead the design, architecture, migration, and deployment of enterprise-grade contact center solutions. This role combines hands-on technical leadership with strategic architecture ownership, ensuring scalable, secure, and high-performing customer experience platforms built on Genesys Cloud CX.

Key Responsibilities :

- Lead end-to-end architecture and solution design for Genesys Cloud CX deployments

- Translate business and functional requirements into scalable, maintainable technical solutions

- Design architectures aligned with security, compliance, and operational standards

- Oversee implementation of voice, IVR, routing strategies, omnichannel (chat, email, SMS), bots, and WFM

- Configure and manage integrations with CRM, ERP, databases, and third-party platforms

- Act as SME for Genesys Cloud CX, defining design and deployment best practices

- Participate in governance, change management, and solution lifecycle planning

- Mentor and guide engineering and delivery teams

- Collaborate with security, network, platform engineering, and enterprise architecture teams

- Troubleshoot complex production and staging issues and support escalations

- Drive continuous optimization using new Genesys Cloud features and industry trends

- Maintain detailed documentation, architecture diagrams, and compliance artifacts

Must-Have Qualifications :

- 15+ years of experience in contact center technologies

- 4+ years of hands-on experience with Genesys Cloud CX

- Proven experience designing and deploying complex enterprise contact center solutions

- Strong expertise in Genesys Cloud administration, IVR design, call flows, and routing

- Hands-on integration experience using APIs, JSON, and JavaScript

- Experience integrating with Salesforce, ServiceNow, MS Dynamics, or similar platforms

- Strong understanding of SIP, WebRTC, and telephony standards

- Bachelors degree with 15 years of full-time education (or equivalent experience)