Senior Genesys Cloud CX Architect: IVR, Bots & Integrations

EPAM Systems; Wrocław; Hybrid; PLN 260,000 - 380,000; Full time

Benefits offered by this job

Hybrid by design

Relocation opportunities

Employee stock purchase plan

Health insurance

Multisport

English classes

Job summary

EPAM Systems seeks an experienced Genesys Cloud CX Architect to design, develop, configure, and maintain customer experience and contact center solutions using the Genesys Cloud CX platform. The role involves architecting flows, integrating systems, configuring routing strategies and ensuring platform performance to support business objectives.

Responsibilities include designing IVR/IVA flows, building routing strategies, developing bots, APIs integrations and dashboards.

Qualifications

• 10-12 years of software development experience, with 3-6+ years in Genesys Cloud CX engineering or development.
• GCX-P and Architect Certifications.
• Advanced English proficiency (C1+).
• Experience with REST APIs and web services; OAuth/SSO integrations.

Responsibilities

• Design, develop and enhance IVR/IVA flows using Genesys Architect.
• Build and optimize call routing, queues, skills and schedules.
• Develop bots with Genesys Dialog Engine for voice and digital channels.
• Create automation workflows with Genesys Cloud APIs and 3rd-party integrations.
• Monitor performance, troubleshoot issues and provide L2/L3 support.

Skills

Genesys Cloud CX

Architect flow design

REST APIs

SSO/IdP

AWS/Azure

English (C1+)

Education

GCX-P Certification

GC Architect Certification

ITIL Foundation

Tools

Azure AD

Okta

Ping Identity

Job description

EPAM Systems seeks an experienced Genesys Cloud CX Architect to design, develop, configure, and maintain customer experience and contact center solutions using the Genesys Cloud CX platform. The role involves architecting flows, integrating systems, configuring routing strategies and ensuring platform performance to support business objectives.

Responsibilities include designing IVR/IVA flows, building routing strategies, developing bots, APIs integrations and dashboards.