Genesys Cloud Architect
Remote · Oxford, Canterbury, New Zealand
Job Summary
Lead the end-to-end architecture and design of Genesys Cloud CX solutions, define the technical roadmap for contact center and CX platforms, and translate business requirements into scalable, secure, high-performing designs.Provide hands-on technical leadership across design, development, testing, and deployment; mentor engineering teams; oversee integrations with CRM platforms (Salesforce, Microsoft Dynamics, ServiceNow) and third-party systems; ensure security, compliance, and performance; stay current with Genesys Cloud capabilities and CX industry trends; require 7+ years of experience in contact center technologies and strong expertise in Genesys Cloud CX.
Required Qualifications
- 7+ years of experience in contact center technologies
- strong expertise in Genesys Cloud CX solutions
- hands-on experience with API integrations (REST/SOAP)
- experience integrating Genesys Cloud CX with CRM platforms such as Salesforce, Microsoft Dynamics, or ServiceNow
- strong knowledge of IVR, call flows, and routing strategies; Omnichannel solutions (voice, chat, email, messaging)
- experience with WFM, call recording, and analytics
- infrastructure planning, solution design, deployment, and lifecycle management
- SIP infrastructure knowledge (SIP protocol, Session Border Controllers, load balancing)
- ability to translate business requirements into scalable, secure architectures
- leadership and mentorship of engineering teams
- stay current with Genesys Cloud capabilities and CX industry trends
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