Genesys Cloud CX Architect - Elevate Call Center Ops

Unisys

Canberra

On-site

AUD 130,000 - 190,000

Full time

14 days+

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Benefits offered by this job

On-site role in Canberra

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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.