Genesys Solution Architect

Artech LLC

San Diego, CA(remote)

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JOB DETAILS

SALARY

$80–$85 Per Hour

SKILLS

Application Programming Interface (API), Automatic Call Distributor (ACD), Best Practices, CRM Integration, Call Centers, Channel Support, Cloud Architecture, Cloud Computing, Computer Telephony Integration (CTI), Customer Relationship Management (CRM), Desktop Administration, Desktop PC, Genesys Solutions, High Availability, Interaction Flow Diagram, Knowledge Management, REST (Representational State Transfer), Request for Proposals (RFP), Requirements Management, SAP, Sales Presentation, Screen Pops, Scripting (Scripting Languages), User Interface/Experience (UI/UX), Voice Chat, Voice Response Systems, Web Services

LOCATION

San Diego, CA(remote)

POSTED

30+ days ago

Role: Genesys Solution Architect
Duration: 6-9 Months
Location: 100% Remote PST

Role Summary:
We are seeking a Genesys Solution Architect to lead the design and implementation of cloud-based contact center solutions integrating Genesys Cloud CX with SAP C4C (Cloud for Customer) and modern Agent Desktop experiences.
The role focuses on delivering scalable, omnichannel customer engagement platforms with seamless CRM integration.

Key Responsibilities
" Architecture & Solution Design
" Design end-to-end Genesys Cloud CX architecture (IVR, ACD, routing, digital channels)
" Develop integration architecture between Genesys and SAP C4C
" Define omnichannel interaction flows (voice, chat, email, messaging)
" Genesys Architect is used to design inbound/outbound interaction flows and routing logic
" Create scalable, secure, and high-availability designs for enterprise contact centers

Integration (Critical for your need)
" Lead CTI integration between Genesys and SAP C4C
" Screen pop
" Click-to-call
" Interaction history sync
" Build integrations using:
" REST APIs / Web services
" Ensure seamless agent experience inside CRM
" SAP + Genesys integration enables agents to handle calls/chat directly within CRM UI
" Agent Desktop & Experience
" Design and configure Genesys Agent Desktop / Workspace
Customize:
" Agent UI components
" Call controls, scripts, knowledge integration
" Enable unified desktop experience with SAP C4C
" Support:
" Voice, chat, email interactions
" Agent Desktop supports multi-channel interactions including voice, chat, and email

" Implementation & Delivery
Configure:
" IVR flows (Genesys Architect)
" Queues, routing, skills-based routing
" Workforce engagement (WFM, QM)
" Lead end-to-end deployment and migration (on-prem cloud)
" Define best practices, reusable components, and standards
" Stakeholder & Governance
Work with:
" Business stakeholders (CX teams)
" SAP functional teams
" Infrastructure & network teams
" Translate business requirements into technical architecture
" Support RFPs, solutioning, and client presentations

Genesys Solution Architect

Artech LLC

San Diego, CA(remote)

About the Company

Artech LLC

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