Genesys Cloud CX Architect

Unisys; Canberra; On-site; AUD 130,000 - 190,000; Full time

Benefits offered by this job

On-site role in Canberra

Global Recruiting support

Job summary

Unisys is seeking a Genesys Cloud CX Architect to support mission-critical contact centre environments for government departments. You will provide Level 2/3 support across Genesys Cloud CX, telephony, IVR, and call flows, while designing IVR and Architect-based flows.

You will manage integrations with CRM, WEM, and reporting platforms, and oversee SIP trunking and telephony connectivity. You will monitor platform health, participate in upgrades, and contribute to continuous service

Qualifications

• Experience with Genesys Cloud CX Administration.
• Designing IVR & Flows with Genesys Architect.
• Experience in contact centre routing & queue management.
• SIP Telephony & Voice Services.
• Workforce Engagement Management (WEM).
• API & Integration Support.
• Incident, Problem & Change Management.
• Reporting & Analytics.
• Cloud Platform Administration.
• ITIL Service Management.

Responsibilities

• Provide Level 2/3 support for Genesys Cloud CX, telephony, IVR, and call flows.
• Administer and monitor Genesys Cloud CX platform and related technologies.
• Troubleshoot incidents across call routing, IVR, Architect flows, and integrations.
• Design, develop, and maintain IVR and call flow solutions.
• Support CRM, workforce management, identity management, and reporting integrations.
• Manage SIP trunking, carrier connectivity, and number provisioning.
• Contribute to root cause analysis and continuous service improvements.
• Participate in platform upgrades, testing, and release validation.
• Maintain documentation and knowledge articles.
• Participate in on-call roster for critical services.

Skills

Genesys Cloud CX

Genesys Architect

Routing & Queues

SIP Telephony

WEM

APIs & Integrations

ITIL

Incident Management

Reporting & Analytics

Cloud Platform Administration

Education

ITIL/ITSM knowledge

Job description

What success looks like in this role:We're looking for a Genesys Cloud CX Architect to support and enhance mission-critical contact centre environments for the Department of Home Affairs and Department of Health. You'll provide Level 2/3 support across Genesys Cloud CX, telephony, IVR and call flows, integrations, and contact centre operations, resolving complex issues, delivering platform enhancements, and ensuring reliable, high-performing services through proactive support, continuous improvement, and strong operational governance.Supporting and administering the Genesys Cloud CX platform and associated technologies.Monitoring platform health, routing performance, telephony services, and operational stability.Troubleshooting incidents across call routing, IVRs, Architect flows, queues, integrations, reporting, and telephony connectivity.Designing, developing, and maintaining IVR and call flow solutions using Genesys Architect.Supporting integrations with CRM, workforce management, identity management, and reporting platforms.Managing SIP trunking, carrier connectivity, number provisioning, and telephony services.Conducting root cause analysis and driving continuous service improvements.Supporting platform upgrades, new feature adoption, testing, and release validation.Maintaining technical documentation, support procedures, and knowledge articles.Participating in an on-call roster supporting critical contact centre services.You will be successful in this role if you have:Genesys Cloud CX AdministrationGenesys Architect (IVR & Flow Design)Contact Centre Routing & Queue ManagementSIP Telephony & Voice ServicesWorkforce Engagement Management (WEM)API & Integration SupportIncident, Problem & Change ManagementReporting & AnalyticsCloud Platform AdministrationITIL Service ManagementIf you're passionate about Genesys Cloud, enjoy solving complex contact centre challenges, and want to play a key role in supporting critical customer services, we'd love to hear from you.Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [e-mail] . US job seekers can find more information about Unisys’ EEO commitment here .