Custom Software Engineer

Genesys Cloud CX Design And Architecture Engineer

We are seeking an experienced Genesys Cloud CX Design and Architecture Engineer to lead the design, architecture, migration, and deployment of Genesys Cloud solutions for enterprise-level contact center environments. You will play a critical role in delivering scalable, secure, and high-performance customer experience platforms by leveraging Genesys Cloud CX and integrating it with key enterprise systems. This role is both hands-on and strategic, and will work closely with business stakeholders, cross-functional teams, and clients to deliver cutting-edge contact center solutions.

Roles & Responsibilities:

• Architect and Design Genesys Cloud CX Solutions:
• Lead end-to-end architecture and solution design for Genesys Cloud deployments.
• Translate business and functional requirements into scalable and maintainable technical solutions.
• Align platform designs with compliance, security, and operational standards.
• Implementation and Configuration:
• Oversee the technical implementation of Genesys Cloud features including voice, chat, email, SMS, IVR, bots, routing strategies, and WFM.
• Configure and manage integrations with third-party platforms (e.g., CRM, ERP, databases).
• Platform Leadership and Governance:
• Serve as the Subject Matter Expert (SME) for Genesys Cloud CX.
• Define and enforce best practices in design, configuration, and deployment.
• Participate in platform governance, change management, and solution lifecycle planning.
• Mentorship and Collaboration:
• Provide guidance, training, and mentoring to internal teams and stakeholders.
• Collaborate with cross-functional teams such as security, network, platform engineering, and architecture.
• Continuous Improvement:
• Stay current with emerging Genesys Cloud features and industry trends.
• Proactively recommend and implement improvements to optimize performance and customer experience.
• Issue Management and Support:
• Troubleshoot complex issues in production and staging environments.
• Support escalation processes and provide hands-on technical support when needed.
• Documentation and Compliance:
• Maintain thorough documentation of architecture, designs, configurations, and change logs.
• Ensure all solutions meet regulatory, security, and privacy standards.

Professional & Technical Skills:

• Experience:
• Minimum 10+ years of experience with 8+ in contact center technologies.
• At least 4+ years of hands-on experience with Genesys Cloud CX.
• Proven experience designing and deploying complex contact center solutions.
• Migration experience from legacy platforms to Genesys Cloud CX.
• Technical Skills:
• Strong proficiency in Genesys Cloud Design, Administration, IVR design, call flows, and routing.
• Knowledge with APIs, JSON, and JavaScript.
• Knowledge of Genesys Workforce Engagement (WEM), Reporting/Analytics, Omnichannel (Chat, Email, SMS), and Bot integration.
• Experience integrating with systems like Salesforce, ServiceNow, MS Dynamics, or other enterprise tools / 3rd party applications.
• Understanding of SIP, WebRTC, and telephony standards.
• Experience with CI/CD pipelines and DevOps practices is a plus.
• Certifications:
• Preferably Genesys Cloud Certified Professional
• Additional certifications in cloud platforms or contact center solutions are a plus.
• Soft Skills:
• Excellent verbal and written communication skills.
• Strong problem-solving skills and attention to detail.
• Ability to work independently and in a globally distributed team environment.
• Comfortable working in a matrixed organization structure