Genesys Pure Engage Architect

Overview

Remote
Depends on Experience
Accepts corp to corp applications
Contract - Independent
Contract - W2
Contract - 12 Month(s)

Skills

Gensys
Purengage
Archietct
Analytics
Call-recording
Forecasting
GMS
GVP
Genesys
HIPAA
High Availability
High-level Design
Interactive Voice Response
Concurrent Computing
Media
Continuous Delivery
Continuous Integration
Acceptance Testing
Capacity Management
Cloud Computing
Codecs
Customer Experience
KPI
Management
Messaging
Network
OAuth
PCI DSS
PS
PostScript
QoS
Quality Management
Quantum Mechanics
RBAC
Regulatory Compliance
Reporting
Roadmaps
Routing
SAML
SBC
SIP
SSO
Scalability
Scheduling
TAC
TLS
Taxonomy
URS
WFM

Job Details

Genesys Pure Engage Architect

Remote

Roles and Responsibilities

Define end-to-end contact center architecture across voice, digital, WEM, and outbound

prem/private cloud/hybrid.

Create HLD/LLD, reference architectures, and routing/IVR design standards.

Ensure scalability, HA/DR, resiliency, and performance (capacity models, concurrency,

Design call flows, IVR/IVA, and routing (URS/Strategy, GVP/Voice, ORS/Composer).

Model queues, skills, DN/Places, Agent Groups, and stat server needs.

Plan digital channels (email, chat, messaging) via GMS/GWS/Chat/Callback.

Define reporting/analytics with Stat Server, InfoMartXI/GA and KPI taxonomy.

Integrate CRMS, identity platforms (SSO/SAML/OAuth), WFO/WFM, knowledge, and data

Design CTI/desktop integrations (Workspace, WDE, SDKS) and event/pub-sub patterns.

Enforce security baselines: network segmentation, TLS/SRTP cert lifecycle, secrets.

Address PCI-DSS, GDPR/CCPA, HIPAA where applicable; call recording controls

Implement RBAC, least-privilege across GAX/Config Server and external systems.

Define environments (DEV/TEST/UAT/PROD), topology, and version alignment/compatibility.

Capacity planning: trunks, media, licenses, IVR ports, IVR/strategy throughput.

Automation/laC for config and infra; CI/CD for routing/IVR packages and desktop plugins.

Engage Genesys TAC/PS; manage escalations and product roadmap alignment.

Align with business owners on CX goals, KPIs, and journey design.

Technologies Expertise

Voice/SIP: SIP Server, GVP/Media, SBC/trunks, codecs, QoS.

Routing: URS strategies, ORS/Composer, business calendars, targeting/SL.

Digital/Messaging: GMS, chatbots/IVA, asynchronous flows, context preservation.

WEM/WFO: recording, QM, WFM forecasting/scheduling, compliance.

Outbound: campaigns, pacing, compliance (TCPA), list management.

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