Senior Genesys Cloud CX Solution Architect

Responsibilities

• Lead the design and delivery of a high-impact Genesys Cloud CX implementation for an enterprise client
• Serve as the technical authority on the Genesys Cloud platform
• Own the end-to-end solution architecture across routing, IVR, outbound dialer, reporting, and integrations
• Translate complex business and operational requirements into scalable, resilient contact center architectures
• Design and oversee data extraction strategies leveraging the Genesys Cloud Analytics API, Platform API, conversation detail records, and event streaming
• Own outbound dialer architecture, including campaign design, dial attempt extraction, and compliance considerations
• Troubleshoot complex platform issues across routing, telephony, integration, and reporting layers
• Produce architecture diagrams, integration specifications, and reference documentation

Requirements

• 7+ years in contact center / CCaaS solution architecture
• 4+ years hands‐on Genesys Cloud (PureCloud) experience
• Deep expertise across the Genesys Cloud platform including Architect (flows), routing, IVR, outbound dialer, reporting/analytics, WFM
• Strong working knowledge of the Genesys Cloud Platform API, Analytics API, and Notification Service
• Hands‐on experience streaming Genesys Cloud data to external systems via AWS EventBridge, Lambda, S3, and/or data warehouse targets such as Redshift
• Architectural experience with outbound dialer event structures and dial attempt data extraction
• Strong understanding of SIP, telephony infrastructure, and cloud contact center fundamentals
• Proven ability to lead client‐facing technical conversations and align executive and non‐technical stakeholders
• Experience delivering Genesys Cloud solutions in Fortune 500 / enterprise‐scale environments