Genesys Cloud CX Architect | Multichannel IVR Expert

Cloud Analytics Technologies, LLC; Raritan (NJ); On-site; USD 90,000 - 120,000; Full time

Job summary

CLOUD ANALYTICS TECHNOLOGIES, LLC is seeking a skilled contact center engineer to support Genesys Cloud CX environments in the US. You will configure, enable, administer, and troubleshoot contact center systems, while supporting multichannel self-service and IVR implementations.

Strong collaboration with operations and vendors is expected. You will participate in incident resolution, ongoing maintenance, and strategic planning to improve performance and align with defined processes and standards

Qualifications

• 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.

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.

Skills

Verbal communication

Written communication

Documentation skills

MS Office

Customer handling

Time zone flexibility

Education

Google Cloud Platform certification

Tools

Genesys Cloud CX

Genesys Architect

Genesys APIs

CRM integrations

MS Office

Job description

CLOUD ANALYTICS TECHNOLOGIES, LLC is seeking a skilled contact center engineer to support Genesys Cloud CX environments in the US. You will configure, enable, administer, and troubleshoot contact center systems, while supporting multichannel self-service and IVR implementations.

Strong collaboration with operations and vendors is expected. You will participate in incident resolution, ongoing maintenance, and strategic planning to improve performance and align with defined processes and standards