Genesys Architect / Technical Lead

Gravity IT Resources; United States; Remote; USD 168,000 - 260,000; Full time

Job summary

Gravity IT Resources is seeking a seasoned Genesys Architect / Technical Lead to provide technical leadership on multiple projects. The ideal candidate should have hands-on experience with the Genesys Cloud platform, leading teams, and creating technical documentation. Key responsibilities include designing call flows, configuring Single Sign-On, and delivering knowledge transfer sessions to stakeholders.

Benefits

Medical insurance

Vision insurance

401(k)

Qualifications

• 5+ years of experience with Genesys, including architecture-level responsibilities.
• Deep understanding of Genesys Cloud Architect.
• Proficiency in creating design documentation.

Responsibilities

• Serve as the technical lead and Genesys Cloud SME across multiple projects.
• Lead discovery sessions with internal and customer stakeholders.
• Manage and mentor technical resources.

Skills

Communication

Stakeholder Management

Design Documentation

Job description

Job Title: Genesys Architect / Technical Lead

Location: Remote

Position Summary:

We are seeking a seasoned Genesys Architect / Technical Lead to serve as a subject matter expert and overall technical leader across multiple projects. The ideal candidate will have hands-on architecture-level experience with the Genesys Cloud platform and the ability to lead discovery sessions, translate business requirements into design documentation, and guide technical implementation teams.

Key Responsibilities:

• Serve as the technical lead and Genesys Cloud SME across multiple projects.
• Collaborate with customers to gather and validate technical and business requirements.
• Translate requirements into best-practice-based design documentation using Visio or similar tools.
• Lead discovery sessions with internal and customer stakeholders, including technical and non-technical audiences.
• Deliver knowledge transfer (KT) sessions to customer administrators and support teams.
• Manage and mentor technical resources responsible for Genesys Cloud build and configuration.
• Design and build call flows in Genesys Cloud Architect, including inbound, outbound, voicemail, and secure flows.
• Configure Single Sign-On (SSO) using Okta, Microsoft, or other identity providers.
• Communicate effectively with both customer and Genesys leadership teams.

Required Skills & Experience:

• 5+ years of experience with Genesys, including architecture-level responsibilities.
• Deep understanding of Genesys Cloud Architect and contact center configuration.
• Proven ability to design and implement scalable and efficient IVR and call flow solutions.
• Experience leading technical teams and mentoring junior resources.
• Proficiency in creating design documentation and technical diagrams.
• Strong communication and stakeholder management skills.

Preferred Skills:

• Familiarity with Genesys Cloud APIs and ability to configure data actions.
• Experience with Salesforce or Cloud CX integration.
• Experience with outbound campaign configuration and Genesys Cloud outbound dialer.
• BYOC (Bring Your Own Carrier) configuration and consulting experience.
• Knowledge of digital channels such as messaging, email, and SMS within Genesys Cloud.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology, Customer Service, and Engineering

• Industries

  IT Services and IT Consulting

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

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