Genesys Cloud Architect - CCaaS

Elevate Digital; Houston (TX); On-site; USD 120,000 - 180,000; Full time

Job summary

Elevate Digital is seeking a senior CCaaS Developer/Configurator in the Houston area to own Genesys Cloud CX implementations, build integrations, and drive automation and deployment standards.

You will mentor engineers, coordinate with business analysts and Service Cloud Voice teams, and ensure quality through testing and code reviews during build, cutover, and hypercare phases.

Qualifications

• Bachelor's degree or equivalent experience in a technical field.
• 5+ years hands-on experience configuring Genesys Cloud CX and related components.

Responsibilities

• Implement Genesys platform configurations including routing, queues, skills, IVR, and WFM settings.
• Develop and maintain API integrations and middleware connectors with CRM/third-party systems.
• Lead design decisions, CI/CD practices, and technical readiness for go-live and hypercare.

Skills

Strong problem-solving

Leadership & communication

Agile/Scrum experience

Education

BA/BS in Computer Science or related field

Tools

Genesys Cloud CX

Git

CI/CD pipelines

GCP

REST APIs

Job description

**Highly prefer candidate in Houston area**

**This position is not eligible for visa sponsorship**

Project: Genesys Cloud CX CCaaS Platform Implementation with CX Cloud/Service Cloud Voice integration – migration from Genesys Engage to Genesys Cloud CX

The CCaaS Developer/Configurator owns the technical build and quality of the Genesys platform implementation, translating approved designs into working configurations, integrations, and automated workflows. This role requires hands-on experience with Genesys Cloud CX contact center platform. The developer will implement platform configurations (routing, queues, skills, IVR flows), build integrations via APIs and middleware, create deployment automation, and ensure technical quality through code reviews and testing. This role can act as a solution architect and coordinate with business analysts and the Service Cloud Voice team to translate requirements into actionable technical work, enforces engineering standards (CI/CD, security, performance), and serves as the technical escalation point during build, testing, cutover, and hypercare phases. Senior-level practitioners will lead engineering decisions, mentor team members, and drive operational readiness for go-live.

Responsibilities

• Genesys Platform Configuration: Implement routing strategies, queues, skills-based routing, agent configurations, permissions, schedules, and WEM settings in Genesys
• IVR & Digital Flow Development: Build and maintain call flows, digital channel flows, bot handoffs, prompts, error handling, and fallback paths per approved designs
• Integrations & Automation: Develop and support API integrations, middleware connectors, webhooks, event handlers, data mappings, and retry logic for CRM and third-party systems
• Google AI Integration: Configure virtual routing rules and reasoning engine integrations with Genesys platform
• Lead platform engineering through key design decisions and enforce engineering standards (code quality, CI/CD, performance, security hygiene)
• Create and maintain deployment assets including scripts, pipelines, and configuration-as-code for Genesys environments
• Document all configuration decisions, build standards, and technical implementation approaches
• Write unit and component tests; support SIT and UAT defect triage with root-cause analysis
• Partner with architects and business analysts to translate requirements into technical work and provide feasibility feedback
• Create and maintain technical documentation including updated flow diagrams, interface specifications, runbooks, and deployment notes
• Participate in technical ceremonies: design reviews, backlog refinement, daily standups, code/config reviews
• Provide estimates, surface technical risks early, and act as technical escalation point for delivery team
• Support cutover and hypercare activities: monitor platform performance, troubleshoot production issues, stabilize within agreed SLAs
• Develop CI/CD and deployment patterns for Genesys platform releases
• Mentor junior engineers and review work products for quality and adherence to standards
• Drive operational readiness and go-live stability planning

Required Qualifications

• BA/BS in Computer Science, Information Systems, or related field, or equivalent combination of education/experience
• 5+ years hands-on experience developing and configuring Genesys platform expertise including Genesys Cloud CX, CX Cloud, call flow design, API integrations, and administration
• Proven track record implementing IVR/call flows, routing strategies, and omnichannel configurations in production environments
• Strong experience with API development and integration patterns (REST, SOAP, webhooks, event-driven architectures)
• Experience with middleware platforms and ETL tools for data integration
• Knowledge of databases, SQL, and data mapping techniques
• Hands-on experience with CI/CD pipelines, version control (Git), and deployment automation
• Experience with cloud platforms (GCP) and associated services
• Understanding of telecommunications protocols (SIP, WebRTC) and CTI integrations
• Strong problem-solving skills with ability to troubleshoot complex technical issues
• Experience supporting UAT, production cutover, and hypercare stabilization
• Proven ability to write technical documentation, runbooks, and deployment guides
• Advanced proficiency in analysis, leadership, and communication skills (verbal and written) across technical and business stakeholders
• Experience working in Agile/Scrum environments with strong collaboration skills

Nice to have:

AI/ML integration experience, Google DialogFlow/CCAI, Genesys certifications, workforce management (WEM) configuration experience