Genesys Cloud CX Architect

EPAM Systems, Inc.; Wrocław; On-site; PLN 240,000 - 360,000; Full time

Job summary

EPAM Systems, Inc. in Wroclaw is seeking an experienced Genesys Cloud CX Architect to design, develop, configure and maintain customer experience and contact center solutions on the Genesys Cloud CX platform.

You will build Architect flows, integrate systems, configure routing strategies and ensure platform performance to support business objectives, with a focus on IVR, bots, REST APIs and security. Strong English and GCX certifications are required; this role offers challenging projects and

Qualifications

• 10-12 years of software development with 3-6+ years in Genesys Cloud CX engineering or development.
• Expertise in Architect flow design covering call flows, IVRs and bots.
• Proficiency in routing strategies including ACD, skills, and bullseye.
• Familiarity with OAuth and SSO/IdP integrations such as Azure AD, Okta and Ping.
• Strong problem-solving, communication skills and agile work style.

Responsibilities

• Design, develop and optimize IVR/IVA flows using Genesys Architect.
• Build and optimize call routing strategies, queues and schedules.
• Develop bots with Genesys Dialog Engine for voice and digital channels.
• Create automation workflows using Genesys Cloud APIs and 3rd-party integrations.
• Configure telephony components and digital channels (chat, email, messaging).
• Monitor performance, troubleshoot issues and provide L2/L3 support.
• Create dashboards and reports analyzing KPIs like SLA and AHT.
• Ensure security, data privacy and compliance across configurations.

Skills

Genesys Cloud CX architecture

Architect flow design

Call routing strategies

IVR/IVA development

REST APIs, web services

OAuth and SSO/IdP integrations

English proficiency (C1+)

Education

GCX-P

Genesys Cloud Architect Certification

ITIL Foundation

Tools

AWS / Azure cloud familiarity

Job description

We are seeking an experienced Genesys Cloud CX Architect to design, develop, configure and maintain customer experience and contact center solutions using the Genesys Cloud CX platform. This role involves building Architect flows, integrating systems, configuring routing strategies and ensuring optimal platform performance to support business objectives.

Responsibilities

• Design, develop and enhance IVR/IVA flows using Genesys Architect
• Build and optimize call routing strategies, queues, skills, schedules and user configurations
• Development of bots using Genesys Dialog Engine (NLU/NLP) for voice and digital channels
• Creation of automation workflows using Genesys Cloud APIs, web services and 3rd-party integrations
• Configure telephony components including SIP trunks, DID routing, Edge settings and station setups
• Enable, configure and support digital channels such as chat, email, messaging and social media
• Deployment of new features, enhancements and platform updates as part of continuous improvement
• Integration of Genesys Cloud CX with external systems such as CRM, ticketing and authentication systems
• Utilization of REST APIs, webhooks and event streams for custom use cases
• Monitor performance, call flows, interaction paths and platform health
• Root-cause analysis of call failures, routing issues and telephony problems, providing L2/L3 technical support and collaborating with Genesys Care for escalations
• Creation of dashboards and custom reports using Genesys Analytics, analyzing KPIs such as SLA, AHT, abandon rate and agent performance
• Management of user roles, permissions and access control while ensuring SSO, data privacy and compliance standards
• Documentation of configurations, flows, integrations and release changes in collaboration with CX, IT, development, WFM and business teams

Requirements

• 10-12 years of experience in software development, with 3-6+ years in Genesys Cloud CX engineering or development
• Expertise in Architect flow design covering call flows, IVRs and bots
• Proficiency in routing strategies including ACD, skills, preferred agent and bullseye
• Knowledge of telephony including SIP, trunks and call control
• Skills in digital channels such as chat, email and messaging
• Background in REST APIs, JSON and web services
• Familiarity with OAuth and SSO/IdP integrations such as Azure AD, Okta and Ping
• Understanding of cloud networking basics with AWS or Azure preferred
• Strong problem-solving and analytical thinking
• Excellent communication skills for technical and business audiences
• Capability to work in fast-paced, agile environments
• Genesys Cloud CX Certified Professional (GCX-P)
• Genesys Cloud Architect Certification
• ITIL Foundation
• Advanced proficiency in English (C1+)
• Nice to have Experience with AI-powered bots, sentiment analysis and speech analytics
• Experience with contact center migrations such as Avaya, Cisco and Genesys Engage to Cloud CX
• Familiarity with scripting such as Python, PowerShell and JavaScript