Job Description - Senior Telephony / Genesys Cloud Architect

Location: Frederick, MD

Job Summary

We are seeking a Senior Telephony / Genesys Cloud Architect with strong expertise in Genesys Cloud CX (PureCloud) and enterprise contact center architecture. The ideal candidate will lead the design, implementation, integration, and optimization of scalable voice and omnichannel solutions while ensuring high availability, call quality, security, and performance.

Key Responsibilities

• Design scalable and resilient inbound/outbound voice, SIP trunking, SBC, and CCaaS architectures.
• Lead configuration and optimization of Genesys Cloud CX, including Architect flows, IVR, queues, routing strategies, and call flows.
• Design and implement SIP, RTP, VoIP, WebRTC, QoS/CoS, and carrier interconnection solutions.
• Develop and oversee integrations using REST APIs, JSON, webhooks, and middleware.
• Integrate Genesys Cloud with enterprise platforms such as Salesforce, ServiceNow, and Microsoft Dynamics.
• Implement AI-driven contact center capabilities, including conversational bots, NLP, Dialog Engine, and virtual agents.
• Support omnichannel capabilities including voice, chat, email, and messaging.
• Monitor contact center performance, call quality, capacity, and availability.
• Perform capacity planning, load testing, performance tuning, and QoS optimization.
• Establish architectural standards, governance, documentation, and best practices.
• Collaborate with business stakeholders, network teams, application teams, and engineering teams.
• Translate business requirements into scalable technical architectures and implementation roadmaps.
• Provide technical leadership and mentor engineering/telephony teams.

Top 3 Mandatory Skills

1. Genesys Cloud CX / PureCloud Architecture & Administration
   • Architect flows, IVR, routing, queues, contact center configuration, and platform optimization.
2. Telephony & SIP Architecture
   • Strong knowledge of SIP, RTP, VoIP, WebRTC, SBC, SIP Trunking, QoS/CoS, and carrier connectivity.
3. REST API & Enterprise Integrations
   • Hands-on experience with REST APIs, JSON, webhooks, and integrations with enterprise applications.

Preferred Skills

• Microsoft Azure
• AI/NLP, Conversational AI, Bots, and Dialog Engine
• Omnichannel Contact Center
• Salesforce integration
• ServiceNow integration
• Microsoft Dynamics integration
• Genesys Cloud Architect/Developer certifications

Required Qualifications

• 7-10+ years of overall IT/telephony experience
• 4-5+ years of hands-on Genesys Cloud/PureCloud or Contact Center Architecture experience
• Strong enterprise telephony and CCaaS architecture background.
• Experience designing and implementing production voice solutions.
• Strong troubleshooting, architecture, documentation, and stakeholder-management skills.
• Bachelor's degree in Computer Science, Telecommunications, Information Technology, or related field, or equivalent practical experience.