Senior Genesys Cloud Solutions Architect

Role Summary

This remote role requires a highly experienced Solution Design & Configuration Subject Matter Expert (SME) with Tier IV-level proficiency in designing and configuring Audiocare solutions within Genesys Cloud Contact Center platforms. The candidate will collaborate with stakeholders to implement secure, scalable, and reliable contact center architecture, ensuring optimal platform performance and integration. This position involves leading technical design efforts, configuring core features, and providing expertise to support enterprise contact center operations.

Responsibilities

• Lead the architecture and technical design of Audiocare solutions within Genesys Cloud Contact Center environments.
• Configure and optimize Genesys Cloud components including Architect flows, routing, queues, skills, and reporting features.
• Develop and maintain integrations utilizing Genesys Cloud APIs (REST), SDKs, webhooks, and event streaming techniques, including custom middleware development.
• Implement security protocols such as SSO (SAML/OIDC), user provisioning, role-based access control, and adhere to security best practices.
• Collaborate with network teams on SIP/telephony connectivity, carrier coordination, and troubleshooting of telephony issues.
• Support Workforce Engagement Management (WEM/QM) features including forecasting, scheduling, recordings, and evaluations.
• Develop operational runbooks, establish monitoring/alerting processes, and manage incident/problem resolution activities.
• Drive platform stability through root-cause analysis, defect remediation, and ongoing performance optimization.
• Partner with application teams to integrate CRM and case management systems (e.g., Salesforce, ServiceNow).
• Lead technical communication, standards development, and mentorship for engineering and support teams.

Qualifications

• Minimum of 5 years of contact center engineering experience, with at least 3 years working directly with Genesys Cloud (CX) in production environments.
• Current/active Genesys Cloud certifications or equivalent demonstrated expertise, with ability to attain/maintain certifications.
• Extensive hands-on experience designing and deploying solutions leveraging Genesys Cloud APIs, integrations, and automation tools.
• Deep understanding of telephony concepts such as SIP, RTP, SBCs, carrier services, and troubleshooting techniques.
• Working knowledge of cloud security, identity management (SAML/OIDC), and data protection principles.
• Experience supporting production systems in an on-call or after-hours capacity, with proficient incident response skills.
• Strong communication skills, capable of translating complex technical requirements into effective solutions.
• Proven ability to create technical architecture diagrams, detailed implementation plans, and documentation.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Experience supporting or implementing contact center digital channels, chat, email, bots, and engagement solutions.
• Programming or scripting skills such as JavaScript, TypeScript, Python, or C#, with familiarity in CI/CD and infrastructure-as-code practices.

Publishing Pay Range: $70.00 - $75.00 USD Hourly
This is a fully remote role and can be performed from an approved location.