Genesys Cloud CX Architect — Omnichannel & Integrations

Quantum Technologies. LLC; Raritan, Northern (NJ, KY); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Quantum Technologies LLC is seeking an experienced professional to support Genesys Cloud CX environments and related contact center technologies in a dynamic, customer-focused setting. You will configure, enable, administer, and troubleshoot, while supporting multichannel self-service, IVR, and omnichannel routing.

The role requires strong communication and documentation skills, GCP familiarity, and hands-on Genesys experience, with flexibility to work across time zones.

Qualifications

• Excellent verbal and written communication skills.
• Strong documentation skills.
• MS Office proficiency including project and diagramming tools.
• Strong customer handling skills.
• Google Cloud Platform certification.
• Experience migrating contact centers to Genesys Cloud CX.
• Hands-on 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 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

Genesys Cloud CX

Incident management

Vendor coordination

Communication skills

Documentation

Time zone flexibility

Analytical thinking

Tools

MS Office

Project management tools

Diagramming tools

Job description

Quantum Technologies LLC is seeking an experienced professional to support Genesys Cloud CX environments and related contact center technologies in a dynamic, customer-focused setting. You will configure, enable, administer, and troubleshoot, while supporting multichannel self-service, IVR, and omnichannel routing.

The role requires strong communication and documentation skills, GCP familiarity, and hands-on Genesys experience, with flexibility to work across time zones.