Genesys Cloud CX Architect – Contact Center / CCaaS

Location: Raleigh, NC
Experience: 10–15 Years
 

Job Summary

We are seeking an experienced Genesys Cloud CX Architect to design and implement scalable enterprise contact-center solutions on the Genesys Cloud CX platform.

The architect will own end-to-end solution architecture, translate business requirements into technical designs, and ensure solutions align with organizational standards and industry best practices. The role requires strong expertise across Genesys Cloud CX, IVR/routing architecture, cloud infrastructure, APIs/integrations, security, and enterprise contact-center platforms.

Key Responsibilities

• Design end-to-end enterprise contact-center solutions using Genesys Cloud CX.
• Define scalable, secure, and reliable CCaaS solution architecture.
• Translate business and functional requirements into detailed technical designs.
• Design IVR flows, routing strategies, queues, and customer interaction workflows.
• Integrate Genesys Cloud CX with CRM, ticketing, and other enterprise systems.
• Design and implement integrations using APIs and web services.
• Provide architecture guidance for cloud-native and microservices-based solutions.
• Work with AWS, Azure, or Google Cloud Platform, including networking, security, and high-availability considerations.
• Oversee Genesys configuration, implementation, and deployment activities.
• Collaborate with development, infrastructure, operations, and business teams.
• Optimize contact-center solutions for performance, security, scalability, and reliability.
• Troubleshoot complex Genesys Cloud CX and integration issues.
• Provide technical leadership throughout the project lifecycle.
• Create and maintain solution architecture and technical documentation.
• Drive continuous improvement and evaluate new Genesys Cloud CX capabilities.

Good to Have

• Genesys Cloud CX certifications
• AWS / Azure / Google Cloud Platform certifications
• Workforce Management (WFM)
• Quality Monitoring / Quality Management
• Contact-center analytics
• Java, Python, or JavaScript
• Multi-channel / omnichannel customer-experience platforms

Must-Have Skills

• Genesys Cloud CX
• Genesys Cloud CX Solution Architecture
• Contact Center / CCaaS Architecture
• IVR & Routing Design
• End-to-End Solution Architecture
• API / Web Service Integration
• CRM / Enterprise System Integration
• Cloud-Native Architecture
• AWS / Azure / Google Cloud Platform
• Networking & Security
• High-Availability Architecture
• Microservices
• Genesys Configuration & Deployment
• Technical Documentation
• Stakeholder Management