Application Architect

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Implementation Phase Provide strategic and technical guidance on Genesys Cloud CX capabilities and best practices to meet operational requirements

Collaborate with the vendor and internal teams to design and configure the Genesys platform including call flows, IVR, queues, and integrations, to ensure performance, reliability, and scalability

Define and oversee integrations with telephony carriers/SIP trunks, identity providers (Azure AD SSO/SCIM), and/or ticketing systems.

Support integration efforts between Genesys Cloud CX and WFM/QA solution, ensuring data integrity and functionality across platforms.

Ensure compliance with organizational security policies and data protection standards.

Develop migration plan for cut over and work with QA team to develop test scenarios.

Document system architecture, configurations, processes, and user guides.

Provide training and support to internal users during and after implementation.

Operation Phase Act as primary system admin: user provisioning, role-based access control, telephony configuration, license management

Monitor system performance, conduct evaluations, and proactively resolve technical issues.

As required may tune IVR, call flows, queue thresholds, to meet evolving SLAs and CX KPIs

Coach and upskill IT and Business Operations support staff; deliver knowledge-transfer sessions and create training artifacts

Stay current with Genesys platform updates, features, and industry best practices.

Must Haves 7+ experience Genesys Architect call flows, digital channels, and ACD routing

7+ experience in deploying VOIP phone systems with deep knowledge and application of Telephony concepts (SIP, SBCs, QoS, E-911, porting, number plans)

7+ experience SSO/SAML and user lifecycle via SCIM or Azure AD provisioning

7+ experience utilizing REST APIs in development

Seniority level Mid-Senior level

Employment type Contract

Industries IT Services and IT Consulting

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