Genesys Cloud Architect

MACHINE LEARNING TECHNOLOGIES LLC; Raritan (NJ); On-site; USD 70,000 - 120,000; Full time

Job summary

MACHINE LEARNING TECHNOLOGIES LLC seeks a Genesys Cloud Architect located in Raritan, NJ, to provide expert support for contact center technologies. This role includes the configuration, administration, and troubleshooting of Genesys Cloud CX systems.

Ideal candidates will have excellent communication skills, experience in customer service operations, and technical proficiency with Genesys Cloud. A proven track record of migrating contact centers and supporting multichannel self-service processes is essential for success in this role.

Qualifications

• Strong hands-on experience with Genesys Cloud enablement, configuration, and support required.
• Experience supporting customer service operations and contact center channels necessary.
• Flexibility to work across different time zones is essential.

Responsibilities

• Provide support for contact center technologies focusing on Genesys Cloud CX.
• Troubleshoot and manage integrations for customer service operations.
• Contribute to technology research and ensure adherence to operational processes.

Skills

Communication skills

Documentation skills

Experience with Genesys Cloud CX

Customer handling skills

Google Cloud Platform certification

Experience with Genesys Architect call flows

Integration of Genesys APIs

Tools

MS Office

Genesys Cloud

Job description

Job Overview

Job ID: J52178

Job Details

• Job Title: Genesys Cloud Architect
• Location: Raritan, NJ
• Duration: 24 Months + Extension
• Hourly Rate: Depending on Experience (DOE)
• Work Authorization: US Citizen, Green Card, OPT-EAD, CPT, H-1B, H4-EAD, L2-EAD, GC-EAD
• Client: To Be Discussed Later
• Employment Type: W-2, 1099, C2C

Responsibilities

• Provide support for contact center technologies with a focus on Genesys Cloud CX.
• Handle configuration, enablement, administration, and troubleshooting of contact center systems.
• Support customer service operations, implement multichannel self-service processes, and manage integrations.
• Participate in incident resolution, monitoring, maintenance activities, and operational processes.
• Contribute to technology research and strategic planning while ensuring adherence to defined processes and performance standards.

Requirements

• Excellent verbal and written communication skills.
• Strong documentation skills.
• Good working knowledge of MS Office, including project and diagramming tools.
• Strong customer handling skills.
• Google Cloud Platform certification.
• Experience migrating contact centers to Genesys Cloud CX.
• Hands‑on experience with Genesys Cloud enablement, configuration, and support.
• Experience in customer service operations and contact center channels.
• Experience implementing multichannel self‑service, IVR, and omnichannel routing.
• Hands‑on experience with Genesys Architect call flows, IVRs, skills, permissions, roles, routing, and queues.
• Experience with Genesys Cloud administration and related applications and frameworks.
• Experience integrating Genesys APIs with third‑party solutions and CRMs.
• Knowledge of engineering and consultation for Genesys Cloud CX operations.
• Ability to provide Tier 3 support during critical incidents.
• Flexibility to work across different time zones.

Experience

• Experience supporting Genesys Cloud CX environments.
• Experience with operational activities, maintenance, incident resolution, and troubleshooting.
• Experience participating in technology research and strategic planning.
• Experience managing vendor coordination and communication during outages.

Equal Opportunity Employer

MACHINE LEARNING TECHNOLOGIES LLC is an equal opportunity employer inclusive of female, minority, disability and veterans, (M/F/D/V). Hiring, promotion, transfer, compensation, benefits, discipline, termination and all other employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, age, disability, national origin, citizenship/immigration status, veteran status or any other protected status. MACHINE LEARNING TECHNOLOGIES LLC will not make any posting or employment decision that does not comply with applicable laws relating to labor and employment, equal opportunity, employment eligibility requirements or related matters. Nor will MACHINE LEARNING TECHNOLOGIES LLC require in a posting or otherwise U.S. citizenship or lawful permanent residency in the U.S. as a condition of employment except as necessary to comply with law, regulation, executive order, or federal, state, or local government contract.