Genesys Architect: IVR & Backend Systems Lead

Arthur J. Gallagher & Co. (AJG); Bogotá ciudad; Hybrid; COP 180,000,000 - 260,000,000; Full time

Job summary

Arthur J. Gallagher & Co. (AJG) is seeking an experienced Genesys Architect to design, develop, and maintain IVR systems and backend tools for our Contact Center operations.

The ideal candidate has deep expertise in Genesys Engage/Cloud, with strong architecture, integration, and API skills to deliver scalable, secure solutions that enhance customer experience and operational efficiency.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 5+ years of experience in Genesys architecture, IVR development, or similar roles.
• Hands-on experience with Genesys Engage, Genesys Cloud, or other Contact Center platforms.
• Experience in backend development, API integration, and middleware solutions.
• Proficiency in Genesys tools (Composer, Designer, Interaction Routing Designer, SIP Server).
• Strong programming skills in Java, Python, or C#.
• Experience with APIs, web services (REST/SOAP), and database technologies (SQL, NoSQL).
• Familiarity with cloud platforms (AWS, Azure) and containerization (Docker, Kubernetes) is a plus.
• Knowledge of telephony protocols (SIP, VoIP) and Contact Center metrics.

Responsibilities

• Design, develop, and implement IVR solutions using Genesys or other Contact Center platforms.
• Collaborate with stakeholders to gather requirements and translate them into effective IVR call flows.
• Develop and maintain backend tools and integrations to support Contact Center operations.
• Build APIs and middleware to enable seamless communication between systems (CRM, WFM, etc.).
• Design and implement scalable and resilient architectures for Genesys and other tools.
• Monitor and troubleshoot Genesys and backend systems to ensure high availability and performance.

Skills

Genesys Architecture

IVR Development

Backend Development

API Integration

Middleware Solutions

Java/Python/C#

REST/SOAP APIs

Cloud (AWS/Azure)

Docker/Kubernetes

Telephony (SIP/VoIP)

Education

Bachelor's degree in Computer Science/IT

Tools

Genesys Engage/Cloud

Genesys Composer

Designer

Interaction Routing Designer

SIP Server

Docker

Kubernetes

SQL/NoSQL databases

Job description

Arthur J. Gallagher & Co. (AJG) is seeking an experienced Genesys Architect to design, develop, and maintain IVR systems and backend tools for our Contact Center operations.

The ideal candidate has deep expertise in Genesys Engage/Cloud, with strong architecture, integration, and API skills to deliver scalable, secure solutions that enhance customer experience and operational efficiency.