Associate Architect

AXA Global Business Services Pvt. Ltd.; Bengaluru; On-site; INR 1,500,000 - 2,800,000; Full time

Job summary

Cognizant is seeking a skilled professional to design, implement, and optimize Genesys Cloud configurations within a dynamic UC environment in Bengaluru. You will lead migration efforts from Verint to Genesys Cloud, handle call recording, speech analytics, and quality management, and collaborate with Product Owners and stakeholders to translate business needs into technical solutions.

Join a team that drives platform performance, governance, and risk management while delivering in agile sprints

Qualifications

• Experience configuring Genesys Cloud platform and Architect workflows.
• Knowledge of call recording, speech analytics, quality management, and agent copilot.
• Experience migrating from Verint to Genesys Cloud and delivering in Agile environments.

Responsibilities

• Design, implement, and maintain Genesys Cloud configurations including Architect workflows, admin settings, and feature modules.
• Configure and optimize intelligent routing workflows, voicebots, and call handling processes.
• Implement and manage call recording, speech analytics, quality management, and agent copilot capabilities within Genesys Cloud.
• Work with GUI and APIs to configure and troubleshoot platform functionality.
• Ensure platform configurations align with governance, security, and compliance requirements.
• Coordinate application lifecycle activities including impact assessments, testing, and deployment scheduling.
• Engage with Application Workplace and Infrastructure teams to ensure smooth feature deployments.

Skills

Genesys Cloud administration

Intelligent routing

APIs & integration

Agile ceremonies

Stakeholder communication

Tools

Genesys Cloud API

Verint

Job description

• Design, implement, and maintain Genesys Cloud platform configurations, including Architect workflows, admin settings, and feature modules
• Configure and optimize intelligent routing workflows, voicebots, and call handling processes to meet business requirements
• Implement and manage call recording, speech analytics, quality management, and agent copilot capabilities within Genesys Cloud
• Work with both GUI and APIs to configure and troubleshoot platform functionality.
• Ensure platform configurations align with governance, security, and compliance requirements
• Coordinate application lifecycle activities, including impact assessments, testing coordination, and deployment scheduling
• Engage with Application Workplace and Infrastructure teams to ensure smooth feature deployments across the estate

Project Delivery & Migration

• Lead technical implementation of the Verint to Genesys Cloud migration for call recording, speech analytics, Quality Management and call summarization capabilities
• Provide hands-on engineering support during business onboarding and cutover activities
• Identify and mitigate technical risks throughout migration phases
• Work closely with Product Owners, Product Managers, BA and business stakeholders to understand problem statements/requirements and translate them into technical solutions
• Participate actively in agile ceremonies and contribute to sprint planning and delivery
• Support Business Validation Testing (BVT) coordination and provide technical guidance to testers
• Communicate complex technical concepts clearly to non-technical stakeholders

Technical Documentation & Knowledge Management

• Create and maintain comprehensive technical documentation, including architecture diagrams, configuration guides, and runbooks
• Document best practices, lessons learned, and troubleshooting procedures
• Contribute to internal knowledge repositories and support team training initiatives
• Keep documentation current as platform configurations and requirements evolve

Governance, Compliance & Risk Management

• Adhere to and support the implementation of governance controls including change management, architecture reviews, and data protection protocols
• Conduct and support AI/ML impact assessments for new capabilities
• Monitor vendor roadmaps and coordinate software version upgrades
• Actively participate in technical debt and risk management forums; identify, document, and prioritize technical debt items; collaborate with infrastructure and architecture teams to develop remediation strategies and timelines

Performance Monitoring & Optimization

• Monitor Genesys Cloud platform performance and intelligent routing workflows
• Identify performance bottlenecks and implement optimization solutions
• Proactively identify and resolve platform issues to minimize business impact
• Maintain platform health dashboards and reporting
• Serve as the technical escalation point for complex platform incidents that the Cognizant UC BAU Support team is unable to resolve
• Investigate root causes of complex incidents using systematic troubleshooting methodologies
• Coordinate with Genesys, Verint, and other relevant vendors to diagnose and resolve incidents
• Work collaboratively with vendors to identify workarounds, patches, or permanent solutions
• Provide guidance and technical mentoring to BAU Support team members to improve their incident resolution capabilities
• Document incident resolutions and contribute to knowledge base to prevent recurrence
• Maintain awareness of known issues, vendor roadmaps, and planned maintenance activities