Genesys Cloud CX Architect

Glansa Associates; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

Glansa Associates is seeking a Genesys Cloud CX Architect to design and implement scalable contact center solutions on the Genesys Cloud CX platform. You will translate business requirements into technical designs, define routing strategies, and oversee deployment while aligning with best practices.

You'll collaborate with cross-functional teams, ensure security and reliability, integrate with CRM and third-party systems, and stay current with platform features.

Qualifications

• End-to-end contact center solution design expertise.
• In-depth knowledge of cloud platforms (AWS/Azure/GCP).
• Experience with API development and system integration.
• Hands-on Genesys Cloud CX implementation experience.
• Familiarity with workforce management and analytics tools is a plus.
• Strong communication and stakeholder engagement skills.

Responsibilities

• Design scalable Genesys Cloud CX architectures and routing strategies.
• Collaborate with stakeholders to translate requirements into designs.
• Oversee configuration, deployment, and integration with CRM and enterprise systems.
• Provide guidance, documentation, and support throughout projects.
• Ensure performance, security, and reliability in production environments.

Skills

Solution architecture

Cloud platforms

Security

High availability design

APIs & integration

Genesys Cloud CX

Communication & documentation

Education

Bachelor’s degree in CS/IT/Engineering

Tools

AWS

Azure

GCP

Genesys Cloud CX

CRM integration

Job description

Role Description: The Genesys Cloud CX Architect is responsible for designing and implementing scalable contact center solutions on the Genesys Cloud CX platform. This role involves defining overall solution architecture, translating business requirements into technical designs, and ensuring alignment with best practices and organizational standards. Day-to-day responsibilities include collaborating with stakeholders to gather requirements, designing routing strategies and IVR flows, integrating Genesys Cloud CX with CRM and third-party systems, and overseeing configuration and deployment activities. The architect will work closely with development, infrastructure, and operations teams to optimize performance, security, and reliability, and will provide technical guidance, documentation, and support throughout the project lifecycle. The role also includes troubleshooting complex issues, driving continuous improvement, and staying current with Genesys Cloud CX features and industry trends.

Qualifications

Strong Solution Architecture skills, including experience designing end-to-end contact center solutions and translating business requirements into scalable architectures.

Solid Infrastructure knowledge, covering cloud platforms (e.g., AWS, Azure, or GCP), networking, security, and high-availability design for enterprise environments.

Experience with Software Development and Integration, including APIs, web services, and integrating Genesys Cloud CX with CRM, ticketing, and other enterprise systems.

Architecture expertise in cloud-native systems, microservices, and multi-channel customer experience platforms, with specific hands-on experience in Genesys Cloud CX.

Experience with workforce management, quality monitoring, and analytics tools related to contact centers is beneficial.

Excellent communication, documentation, and stakeholder engagement skills, with the ability to work effectively in remote and cross-functional teams.

Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field; relevant certifications in Genesys Cloud CX or cloud platforms are a plus.