Job Description

Role Description:
We are is seeking a highly skilled and experienced Genesys Cloud CX Technical Architect to join our growing team. In this role, you will be responsible for designing, implementing, and managing the Genesys Cloud CX environment while ensuring it meets the evolving needs of the organization. You will collaborate with cross-functional teams to deliver scalable, secure, and efficient contact center solutions, providing technical leadership and mentorship throughout the process.

Responsibilities:

Design, develop, and implement scalable and secure Genesys Cloud CX solutions to meet organizational requirements. Collaborate with stakeholders across departments to understand business needs and translate them into technical specifications. Lead the development team in building and deploying Genesys Cloud CX configurations, workflows, and automations. Conduct Proof-of-Concept (POC) demonstrations to showcase the capabilities of Genesys Cloud CX solutions. Manage integrations between Genesys Cloud CX and other enterprise systems. Document technical designs, configurations, and processes to ensure maintainability and knowledge transfer. Establish and enforce best practices and standards for Genesys Cloud deployments. Stay updated on the latest Genesys Cloud CX features and functionalities and drive innovation. Provide technical leadership, mentorship, and guidance to the development team. Ensure the delivery of high-quality solutions that align with business objectives and technical standards.

Mandatory Skills:

10+ years of experience in contact center technology design and implementation. 5+ years of experience with the application development lifecycle (Waterfall, Agile Scrum). 5+ years of hands-on experience implementing Genesys Cloud CX, with deep expertise in its products, features, and architecture. Proven ability to design and develop Genesys Cloud architectures, applying best practices and translating them into use-case-specific solutions. Experience conducting Proof-of-Concept (POC) demonstrations for CCaaS business processes (e.g., call flows, automation, integrations). Strong leadership experience in managing and mentoring development teams. Expertise in IVR, CRM, WFO, and other contact center technologies. Proficiency in documenting business and system requirements, user stories, and design specifications. Excellent communication and presentation skills.

Good-to-Have Skills:

Experience with Avtex OneView and Salesforce Genesys Cloud adapter. Experience working in a healthcare environment and understanding of HIPAA compliance. Business development and leadership skills. Ability to foster and maintain strong client relationships. Knowledge of advanced cloud services (AWS, Azure, or GCP).

Soft Skills:

Strong problem-solving and analytical skills. Ability to work collaboratively with cross-functional teams and stakeholders. Effective communication and presentation skills. Leadership and mentorship abilities. Attention to detail and a proactive approach to solution design.

Experience Range:
10 to 16 years

Hiring Locations:
Chennai, Trivandrum, Kochi