Genesys Architect

Youngsoft, Inc. ( is a global software solutions IT company, delivering digital enterprise business betterment since 1996. Through collaborative engagement and discovery with our clients and vendors, we co-create industry specialized digital products, applications software, process, programs, and project outcomes. Headquartered in metro-Detroit, we leverage "pods" of Subject Matter Experts, Business Analysts, Solutions Architects, Software Engineers, and Project Managers, fused with HyperCare through our Global Support Centers. Through inclusivity, we share a singular vision to deliver world-class measurable upside results to our customers. It takes a village come join ours!

Position Overview

We are seeking a highly skilled Genesys Architect with over 10 years of experience in designing, developing, and implementing advanced call center and telephony solutions using Genesys technologies. This individual will play a critical role in architecting customer experience strategies, overseeing cloud-based telephony migrations, and integrating Genesys platforms with CRM systems and enterprise applications. The ideal candidate will bring a strong background in IVR design, CTI integration, multi-system architecture, and cloud-native environments.

Key Responsibilities

• Architect and implement enterprise-scale solutions using Genesys Cloud CX and Genesys Engage (v8.x/7.x).
• Design intelligent call routing flows, IVRs, and CTI integrations to enhance customer service.
• Lead cloud migration initiatives and hybrid telephony deployments to improve performance, scalability, and reliability.
• Integrate Genesys platforms with CRM tools such as Salesforce, Zendesk, and HubSpot.
• Utilize middleware tools (RabbitMQ, TIBCO) to enable seamless, asynchronous communication between systems.
• Oversee the development of real-time and historical reporting through Genesys analytics.
• Ensure high availability and security compliance of telephony systems across Windows and Linux environments.
• Collaborate with stakeholders to gather requirements, conduct architecture reviews, and provide expert guidance.
• Train and support internal technical teams on Genesys tools and best practices.
• Create comprehensive documentation covering architecture, configuration, and maintenance.

Required Skills and Qualifications

• 10+ years of experience in Genesys technology architecture and implementation.
• Expertise in Genesys Cloud CX, Genesys Engage, IVR design, CTI, and call flow engineering.
• Strong experience with Avaya PBX, Cisco IP-PBX, and Asterisk telephony systems.
• Skilled in integration with enterprise tools such as Salesforce, Siebel, Zendesk, and Freshdesk.
• Proficient in Java, JavaScript, C#, and scripting languages for backend telephony features.
• Experience with RabbitMQ, WebLogic, Apache, IIS, and other middleware and hosting tools.
• Working knowledge of SQL, Oracle, PostgreSQL, MongoDB, and other database platforms.
• Familiarity with NICE and Verint Workforce Management (WFM) tools.
• Strong project leadership, communication, and documentation skills.
• Ability to manage multi-system environments in Windows, Linux, and macOS.

Preferred Qualifications

• Experience with cloud-native and hybrid deployments.
• Knowledge of SCXML, VXML, and CCXML for voice application development.
• Certifications in Genesys or related cloud/telephony platforms (preferred but not required).

Education

Bachelor s Degree in Computer Science, Information Technology, Engineering, or related field

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