Genesys Cloud Architecture

Job Title: Genesys Cloud Architecture
Remote Position
Contract: 6+ Months & extendable

Pay Rate - $55/hr - $57/hr on W2/Danta Technologies payroll (OR) $70/hr on C2C (Corporation-To-Corporation)

Experience: 8+ Years in Genesys Contact Center

Education Requirements

• Any Graduate (Bachelor's degree in IT or related field preferred).

Certifications

• Mandatory: Google Cloud Platform Certification

• Preferred: ITIL Foundation

Soft Skills

• Excellent verbal and written communication skills.

• Strong documentation ability.

• Proficiency in MS Office Suite (including MS Project and Visio).

Technical Skills

• Strong understanding of SIP Protocols, Genesys Framework, and Architecture.

• Hands-on experience with:

  • Multimedia setup (chat & email).

  • Genesys Architect, Genesys Dialogflow Engine.

  • AppFoundry applications and connectors (Salesforce, Microsoft Dynamics, ServiceNow).

  • Genesys Cloud interactions troubleshooting.

  • Genesys Edge Device installation.

  • Cloud telecom provider integration.

  • UCC platforms (8x8, Microsoft Teams, Zoom).

  • Genesys Cloud modules (WEM, Speech Analytics, Chatbot engine).

• Strong knowledge in designing and developing Genesys Routing Strategies and IVRs.

• Database knowledge: SQL, Oracle, MySQL.

• Integration experience with SSO and Active Directory tools.

• Experience with Web Services/SOA, backend integrations, stored procedures, and scripting.

• Exposure to CTI development, Agent Softphone, Genesys API/SDK.

• CRM integration with Genesys solutions.

• Knowledge of Java/.Net technologies.

• Proficiency in:

  • Contact Center Technology.

  • IVR Call Flow Design and Development.

  • JavaScript, Python.

  • VoiceXML and other IVR scripting tools.

• Experience with IVR platforms such as Genesys Cloud and Amazon Connect.

• Strong understanding of contact center technologies: IVR, ACD, QM, WFM, call routing.

• Proficiency in RESTful/SOAP APIs for system integrations.

Roles & Responsibilities

• Design, develop, and deploy Contact Center solutions.

• Develop and troubleshoot IVR call flows, including log analysis and error reporting.

• Configure contact routing, IVR scripting, and other system components.

• Provide advanced troubleshooting for applications and systems, determining root cause.

• Deliver 24x7 on-call support in rotation with team members.

• Support daily operations, performance tuning, and disaster recovery.

• Mentor new engineers and assist in formal training sessions.

• Participate in meetings, presentations, and special projects as assigned.

• Maintain working knowledge of policies, procedures, and benefits across product lines.

• Develop job aids and tools to improve service quality.

• Evaluate hardware/software requirements and provide purchase recommendations.

• Collaborate with stakeholders to gather and document business requirements.

• Perform other duties as assigned by management.

Notes:- All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.

Benefits: Danta offers a compensation package to all W2 employees that are competitive in the industry. It consists of competitive pay, the option to elect healthcare insurance (Dental, Medical, Vision), Major holidays and Paid sick leave as per state law.

The rate/ Salary range is dependent on numerous factors including Qualification, Experience and Location.