Senior Genesys Cloud CX Architect & Integration Specialist

EPAM Systems; Town of Poland (NY); On-site; USD 140,000 - 190,000; Full time

Job summary

EPAM Systems in New York seeks an experienced Genesys Cloud CX Architect to design, develop, configure and maintain customer experience and contact center solutions.

You will build Architect flows, integrate systems, configure routing strategies and ensure platform performance to meet business objectives. This role requires 10‑12 years in software development with 3‑6+ years in Genesys Cloud CX engineering, GCX-P and GC Architect certifications, and strong communication in an agile setting.

Qualifications

• 10‑12 years of software development experience with 3‑6+ years in Genesys Cloud CX engineering or development
• Expertise in Architect flow design covering call flows, IVRs and bots
• Proficiency in routing strategies including ACD, skills, preferred agent and bullseye
• Knowledge of telephony including SIP, trunks and call control
• Experience with digital channels such as chat, email and messaging
• Background in REST APIs, JSON and web services

Responsibilities

• Design, develop and enhance IVR/IVA flows using Genesys Architect.
• Build and optimize call routing strategies, queues, skills, schedules and user configurations.
• Develop bots using Genesys Dialog Engine (NLU/NLP) for voice and digital channels.
• Create automation workflows using Genesys Cloud APIs, web services and third‑party integrations.
• Configure telephony components including SIP trunks, DID routing, Edge settings and station setups.
• Enable, configure and support digital channels such as chat, email, messaging and social media.
• Deploy new features, enhancements and platform updates as part of continuous improvement.
• Integrate Genesys Cloud CX with external systems such as CRM, ticketing and authentication systems.
• Utilize REST APIs, webhooks and event streams for custom use cases.
• Monitor performance, call flows, interaction paths and platform health.
• Conduct root‑cause analysis of call failures, routing issues and telephony problems, providing L2/L3 technical support and collaborating with Genesys Care for escalations.
• Create dashboards and custom reports using Genesys Analytics, analyzing KPIs such as SLA, AHT, abandon rate and agent performance.
• Manage user roles, permissions and access control while ensuring SSO, data privacy and compliance standards.
• Document configurations, flows, integrations and release changes in collaboration with CX, IT, development, WFM and business teams.

Skills

Genesys Cloud CX

Architect flow design

REST APIs

OAuth / SSO

English proficiency

Python

PowerShell

JavaScript

AWS / Azure basics

Education

GCX-P Certification

Genesys Cloud Architect Certification

ITIL Foundation

Tools

SIP trunks

DID routing

Genesys Dialog Engine

Analytics dashboards

GC Analytics

Job description

EPAM Systems in New York seeks an experienced Genesys Cloud CX Architect to design, develop, configure and maintain customer experience and contact center solutions.

You will build Architect flows, integrate systems, configure routing strategies and ensure platform performance to meet business objectives. This role requires 10‑12 years in software development with 3‑6+ years in Genesys Cloud CX engineering, GCX-P and GC Architect certifications, and strong communication in an agile setting.