Genesys Cloud CX Architect: IVR, Bots & Routing Expert

EPAM Systems, Inc.

Wrocław

On-site

PLN 240,000 - 360,000

Full time

14 days+

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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.