Genesys Cloud Architect

Infosys; Hartford (CT); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Long-term/Short-term Disability

Health and Dependent Care Reimburse.

Insurance (Accident, Critical Illness,

401(k) plan

Paid holidays + PTO

Job summary

Infosys is seeking an Architecture Consultant 3 in Hartford to lead architecture design for enterprise contact center solutions. You will review, propose, and implement scalable architectures, ensuring alignment with client frameworks and maintainability.

The role involves collaborating with clients and internal teams to drive successful project delivery. Key focus areas include integration strategies, AI and automation enhancements, and cloud-native architecture.

Qualifications

• Experience with Genesys Cloud CX (PureCloud) architecture and enterprise-scale contact centers.
• Proven track record leading large-scale contact center migrations and orchestration
• Hands-on experience with Architect Flows, Digital Flows, Secure Flows, Bot Flows, and Agent Scripts

Responsibilities

• Create business requirement documents from workshops and stakeholder interviews.
• Review and develop scalable, reliable, and maintainable solution architectures.
• Assess technologies and platforms to meet business needs.
• Plan system integration and data flow across technologies.
• Resolve complex tech challenges during build, deployment, and support phases.
• Provide architectural insights to development teams and clients for project delivery.
• Identify risks and monitor performance, proposing long-term optimizations.
• Maintain a comprehensive knowledge base for vital information.
• Contribute to proposals and RFPs with architectural insights.

Skills

Genesys Cloud CX Architecture

Contact Center Transformation

Genesys Routing & Automation

AI & Automation Integration

Cloud & Integration

Analytics & WEM

DevOps & Platform Eng

Education

Bachelor’s degree

Equivalent experience

Job description

Overview

The Infosys Engineering unit is dedicated to amplifying product-centric value delivery through innovative engineering solutions. We focus on adopting a data-first approach to engineering and value-stream management, enabling real-time visibility into the flow of value. Our team leverages advanced technologies such as AI, ML, and predictive analytics to drive continuous improvement, enhance delivery processes, and accelerate time to market. Join us to be part of a team that is at the forefront of engineering innovation, delivering intelligent insights and empowering stakeholders to achieve hyper-productivity and sustainable growth.

In the assigned Job Role of Architecture Consultant 3, your Area Of Responsibility will be as below:

• Create business requirement documents covering functional and non-functional requirements, basis information gathered as part of workshops and interviews with client stakeholders
• Review, propose, and develop solution architecture, ensuring application design aligns with the proposed framework and which are scalable, reliable and maintainable
• Assess and recommend suitable technologies, tools and platforms for implementation as a part of architectural design, to meet business requirements
• Review technical solutions and develop strategies for integration with different technologies and systems, to ensure seamless communication and data flow
• Resolve complex technical challenges during build, deployment, and support phases while promoting reusable frameworks and artifacts
• Provide specialized insights to development team and build collaborative relationships with clients and internal teams, securing successful execution of projects
• Identify potential risks in the system landscape, monitor system performance and suggest optimization initiatives in line with business requirements and long-term objectives
• Establish and uphold comprehensive knowledge base to guarantee that vital information is systematically recorded and readily available
• Contribute to proposals and RFPs by delivering insights related to architectural solutions, for successfully delivering the proposed solutions

Your Contribution To The Team

• Expertise in designing and reviewing solution architectures that align with business goals.
• The ability to provide architectural insights to strengthen solution proposals and ensure successful delivery.
• A strategic mindset to align technical solutions with business goals and market trends.
• Proactively drive initiatives to ensure smooth execution and transition of projects.
• The ability to engage with clients and internal teams to build strong and productive relationships.
• Passion for mentoring and fostering a knowledge-sharing culture.

Required Skill And Experience

Genesys Cloud CX Architecture:

Experience in Genesys Cloud CX (PureCloud), designing and implementing enterprise-scale contact center solutions with deep knowledge of Architect Flows, inbound/outbound routing, ACD, IVR, skills-based routing, voice bots, speech recognition, digital channels, and callback frameworks.

Contact Center Transformation: Proven experience leading large-scale migrations from Cisco UCCE/UCCX, Avaya Aura, NICE CXone, Five9, Amazon Connect, and legacy PBX platforms, driving cloud modernization and omnichannel customer experience transformation initiatives.

Genesys Routing & Automation Expertise: Strong hands-on experience with Architect Call Flows, Digital Flows, Secure Flows, Bot Flows, and Agent Scripts, with advanced expertise in bullseye routing, preferred agent routing, dynamic queue selection, priority routing, and workforce skills management.

Preferred Skill And Experience

AI & Automation Integration: Experience integrating Genesys Cloud CX with AI-powered solutions including conversational AI, virtual agents, voice bots, Agent Assist, speech analytics, sentiment analysis, and Generative AI platforms.

Cloud & Integration Expertise: Strong knowledge of cloud-native architectures and integrations with CRM, ITSM, and enterprise platforms such as Salesforce, ServiceNow, Microsoft Dynamics, AWS, Azure, and REST/API-based ecosystems.

Analytics & Workforce Optimization: Experience implementing contact center analytics, reporting, workforce engagement management (WEM), quality management, speech analytics, and operational KPI dashboards.

DevOps & Platform Engineering: Familiarity with CI/CD pipelines, Infrastructure as Code (Terraform), DevSecOps practices, automated testing, release management, and environment governance for contact center platforms

Additional Required Qualifications

• Bachelor’S degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
• This position may require relocation and/or travel to work/project location.
• Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role now or in the future.

Benefits

Along with competitive pay, as a full-time Infosys employee you are also eligible for the following benefits:

• Medical/Dental/Vision/Life Insurance
• Long-term/Short-term Disability
• Health and Dependent Care Reimbursement Accounts
• Insurance (Accident, Critical Illness , Hospital Indemnity, Legal)
• 401(k) plan and contributions dependent on salary level
• Paid holidays plus Paid Time Off

About Us

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

EEO

Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.