Genesys Solution Architect

Overview

On Site
Full Time
Contract - W2

Skills

JSON
XML
GCP
Middleware
REST
Scrum
CRM
WEB Services
Workflow
Customer Engagement
IVR
Genesys
KANA
REST API
messaging Migration

Job Details

Role: Genesys Solution Architect

Location: Remote

Key Responsibilities:

  • Lead the migration of existing CRM/contact center solutions from KANA (Verint/KANA Enterprise) to Genesys Cloud/Genesys Engage.
  • Analyze current KANA configurations, workflows, and APIs, and design equivalent functionality within Genesys.
  • Develop, configure, and customize Genesys solutions including interaction flows, routing strategies, IVR, and digital channels.
  • Integrate Genesys with CRMs, databases, and third-party applications via REST APIs, web services, or middleware.
  • Collaborate with stakeholders to gather requirements, define use cases, and translate them into technical solutions.
  • Support testing, defect resolution, and validation of migrated features.
  • Monitor and optimize the performance of Genesys applications and services.
  • Provide production support during and post-migration phases.

Required Skills and Experience:

  • 10+ years of experience in developing and implementing Genesys solutions (Genesys Cloud/Genesys Engage preferred).
  • Strong experience with KANA/Verint CRM platforms, including workflow customization and data handling.
  • Proven track record of successful KANA to Genesys migration projects.
  • Solid understanding of contact center operations, IVR design, and omnichannel customer engagement.
  • Proficiency in Genesys Designer, Composer, Architect, Interaction Routing, and Reporting (Pulse/CCPulse).
  • Experience with REST APIs, web services, JSON, XML, and integration frameworks.
  • Knowledge of cloud platforms (AWS/Azure/Google Cloud Platform) is a plus.
  • Strong problem-solving skills and ability to work independently or in a team environment.
  • Excellent communication and documentation skills.

Preferred Qualifications:

  • Genesys Certifications (Google Cloud Platform, GDE, or similar).
  • Experience with Verint WFO/WFM tools.
  • Exposure to Agile/Scrum methodologies.
  • Experience with CI/CD pipelines and DevOps practices.

Education:

  • Bachelor's degree in Computer Science, Engineering, or related field (or equivalent work experience).

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