Genesys Cloud Architect

Job Title: Genesys Cloud Architect
Location: Hartford, CT

Job Summary:
We are looking for an experienced Genesys Cloud Architect to design, implement, and optimize Genesys Cloud CX contact center solutions. The candidate will lead architecture for omnichannel routing, IVR/ACD flows, integrations, cloud telephony, security, and CX transformation.

Key Responsibilities:

Design and architect Genesys Cloud CX solutions for enterprise contact centers.

Lead IVR, ACD, Architect flows, routing strategies, and digital-channel architecture.

Design omnichannel solutions across voice, chat, email, and messaging.

Integrate Genesys Cloud with CRM and backend applications using APIs.

Work with SIP/VoIP, telephony, cloud networking, and security.

Provide technical leadership across development, testing, deployment, and production.

Support WEM/WFM/QM capabilities and CX analytics.

Implement AI-enabled CX capabilities such as bots, agent assist, and conversational AI.

Ensure scalability, reliability, security, and compliance of the Genesys platform.

Required Skills:

Genesys Cloud CX

Genesys Cloud Architect / Architect Flows

IVR / ACD

Omnichannel Routing

Voice, Chat, Email & Messaging

APIs & Integrations

REST APIs

SIP / VoIP / Cloud Telephony

CRM Integration

WEM / WFM / QM

Cloud Security

CX Analytics

Nice to Have:

Genesys Cloud AI features

Bots / Virtual Agents

Agent Assist

Conversational AI

Genesys Cloud migration/transformation experience