What are the responsibilities and job description for the Genesys CX Cloud Architect position at 360 Technology?
Job Description
Genesys CX Cloud Architect
• Strong expertise in Genesys Cloud CX architecture and configuration.
• Experience with IVR, ACD, SIP trunking, Call routing, Workforce Engagement Management (WEM) and Analytics.
• Proficiency in APIs, Web Services (RESTful, JSON, OAuth)
• Knowledge of scripting languages (JavaScript, Python, PowerShell) for automation.
• Good experience on Genesys Cloud CI/CD and DevOps.
• Experience in AWS, Azure, or other cloud platforms is a plus.
• Design scalable and secure Genesys Cloud CX solutions based on business needs.
• Design and implement AI powered IVA solutions.
• Develop architecture blueprints, workflows, and best practices for implementations.
• Configure Genesys Cloud CX components like IVR, ACD, workforce engagements, and analytics.
• Integrate Genesys Cloud with third-party applications (CRM, WFM, AI/ML, etc.)
• Troubleshoot technical issues, ensuring minimal downtime.
• Work with business teams to understand contact center needs.
• Collaborate with developers, engineers, and IT teams to for seamless deployment.
• Provide technical guidance and mentorship to junior team members.
Experience Required
• 3 years’ current experience working supporting Genesys Contact Center as Business Analyst or Product Owner
• 3 years’ current experience working on a Scrum and/or Agile team as Product Owner
• 3 years’ experience with creating documentation for communication with varied audiences
• 2 years’ experience working of rollout of new technologies
• Understanding of Insurance business preferred
