Genesys Cloud Architect /Sr Telecom Engineer

Description

We are seeking a Genesys Cloud Architect / Sr Telecom Engineer.

The Genesys Cloud Architect / Sr Telecom Engineer is a senior technical leader responsible for the design, optimization, and long-term strategy of the Genesys Cloud CX platform. This role combines architectural ownership with hands-on engineering, ensuring a reliable, scalable, and high-performing contact center environment.

Key Responsibilities

Lead the end-to-end architecture of Genesys Cloud CX, including voice, digital channels, routing, integrations, and analytics.

Develop and maintain roadmap, standards, and best practices for platform design and evolution.

Configure, administer, and optimize Genesys Cloud, including IVR, routing, and self-service workflows.

Build and manage API integrations with internal and third-party systems.

Serve as Tier 3 escalation for complex incidents and participate in on-call rotations.

Govern platform changes to ensure security, compliance, and alignment with IT standards.

Partner with business and technical teams to translate experience goals into scalable solutions.

Maintain documentation and mentor engineering teams on platform best practices.

Other duties as needed

Requirements

The successful Genesys Cloud Architect / Sr Telecom Engineer will have:

Bachelor's degree in Computer Science, Telecommunications, IT, or equivalent relevant experience.

At least 5 years of hands-on experience with Genesys Cloud CX, including administration, routing, and troubleshooting or other Contact Center Solution (Avaya Aura, Cisco Contact Center Enterprise (CCE) or Cisco Contact Center Express (UCCX) etc....

Strong expertise in VoIP technologies, SIP trunking, SBC console operations, and carrier connectivity.

Familiarity with chatbot frameworks, speech analytics, and contact center processes.

Proven ability to design and manage integrations between Genesys Cloud and external systems is a plus.

Exceptional problem-solving skills and a strategic mindset, coupled with the ability to execute technical solutions.

Experience supporting high-availability, customer-facing environments.

Genesys Cloud certifications and knowledge of architecture standards is a plus

Background required prior to employment

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