Genesys Cloud Architect

Miratech; New York (NY); On-site; USD 130,000 - 160,000; Full time

Job summary

Miratech, located in New York, is seeking an experienced Genesys Cloud Architect to lead the architecture and design of cloud-based contact center solutions. This role involves translating business needs into secure and scalable designs while overseeing crucial integrations with third-party systems such as CRM and analytics.

The ideal candidate will have 7+ years of expertise in contact center technologies, particularly with Genesys Cloud CX solutions, and possess a solid understanding of IVR and omnichannel solutions.

Qualifications

• 7+ years of experience in contact center technologies.
• Proven experience in designing large-scale cloud contact center solutions.
• Strong knowledge of IVR, call flows, and routing strategies.

Responsibilities

• Lead the architecture and design of Genesys Cloud CX solutions.
• Translate business requirements into technical designs.
• Oversee integrations with CRM and analytics platforms.

Skills

Genesys Cloud CX expertise

Contact center technologies

API integrations (REST/SOAP)

Omnichannel solutions

Deep knowledge of SIP infrastructure

Job description

Role Overview

We are looking for an experienced Genesys Cloud Architect to lead the design, architecture, and evolution of cloud‑based contact center solutions. In this role, you will be responsible for defining the technical vision, designing scalable and resilient architectures, and ensuring alignment with business objectives and enterprise technology strategy.

What You Will Do

Lead the end‑to‑end architecture and design of Genesys Cloud CX solutions, translate business requirements into scalable, secure, and high‑performing technical designs, and oversee integrations with third‑party systems such as CRM, WFM, and analytics platforms.

Why It Might Be a Fit

7+ years of experience in contact center technologies, with strong expertise in Genesys Cloud CX solutions, and a strong background in infrastructure planning, solution design, deployment, and lifecycle management, ensuring high availability and performance.

Requirements

• 7+ years of experience in contact center technologies
• Strong expertise in Genesys Cloud CX solutions
• Proven experience in designing and delivering large‑scale cloud contact center solutions
• Strong knowledge of IVR, call flows, and routing strategies
• Omnichannel solutions (voice, chat, email, messaging)
• Workforce Management (WFM), call recording, and analytics
• AI/ML capabilities
• Hands‑on experience with API integrations (REST/SOAP) and microservices architecture
• Experience integrating Genesys Cloud CX with CRM platforms such as Salesforce, Microsoft Dynamics, or ServiceNow
• Solid understanding of business processes and their alignment with customer experience technologies
• Deep knowledge of SIP infrastructure, including SIP protocol, Session Border Controllers (SBCs), and load balancing approaches