Genesys Cloud Architect

Raas Infotek LTD; San Diego (CA); On-site; USD 140,000 - 180,000; Full time

Job summary

Raas Infotek LTD in San Diego seeks a senior architect to design end-to-end contact center solutions on Genesys Cloud, ensuring high availability and global scalability. You will lead cross-functional teams through complex deployments.

The role emphasizes SCV and CRM integrations with Salesforce Service Cloud Voice, AI-powered orchestration, and governance across regional units, supported by strong security practices and modern IT operations.

Responsibilities

• Architecture & Design: Design end-to-end contact center solutions on Genesys Cloud.
• SCV & CRM Integration: Integrate Genesys Cloud with Salesforce Service Cloud Voice.
• AI & Automation: Implement AI-powered orchestration, bots, and automated workflows.
• Technical Leadership: Guide engineers, administrators, and IVR developers through deployments.
• Governance & Operations: Define governance, security, data actions, and regional practices.

Job description

• Architecture & Design: Design end-to-end contact center solutions on Genesys Cloud, ensuring high availability, global scalability, and fault tolerance.
• SCV & CRM Integration: Lead advanced integrations between Genesys Cloud and CRM environments, specifically Salesforce Service Cloud Voice (SCV), leveraging telephony toolkits, APIs, and event-driven architectures.
• AI & Automation: Implement AI-powered experience orchestration, bot integrations, and automated workflows to optimize customer interactions
• Technical Leadership: Guide software engineers, administrators, and IVR developers through complex deployments, code reviews, and Agile delivery ceremonies.
• Governance & Operations: Define platform governance, security compliance protocols, data actions, and best operational practices across regional business units.