Genesys Cloud Architect

Kaleidoscope; Seattle (WA); Remote; USD 150,000 - 190,000; Full time

Job summary

Kaleidoscope is seeking an experienced Solution Architect to design and review enterprise-scale architecture for contact center transformations. The role involves translating business needs into scalable, reliable solutions, overseeing integration with CRM/ITSM platforms, and guiding project delivery with client teams.

The ideal candidate will have deep Genesys Cloud CX expertise, strong experience with large migrations from legacy systems, and a strategic mindset to align technology with

Qualifications

• Experience with Genesys Cloud CX including Architect Flows, inbound/outbound routing, IVR, and call control.
• Proven track record delivering large-scale contact center migrations to cloud platforms.
• Strong knowledge of routing strategies, bullseye routing, and workforce skills management.

Responsibilities

• Create business requirement documents from workshops and stakeholder interviews.
• Review and develop scalable, reliable solution architectures.
• Assess technologies and integration approaches to meet business needs.
• Identify risks and monitor system performance for optimization.
• Contribute to proposals and RFPs with architectural insights.

Skills

Genesys Cloud CX

Architect Flows

Contact Center migrations

Bullseye routing

Tools

Terraform

REST APIs

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Seattle, WA, US

* Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. *

Location

REMOTE

Job Description

• 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 Skills

• 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 Skills

• 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

Kaleidoscope, an Infosys Company, is an equal opportunity employer, and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.