Genesys Cloud Technical Architect

As a Genesys Technical Architect, you will be responsible for defining, designing and governing the technical architecture of the global Genesys Cloud contact center platform. The role will translate business and operational requirements into scalable, secure and maintainable Genesys Cloud solutions across Universal UI, voice, digital channels, routing, IVR, integrations, reporting and automation capabilities. You will work closely with business stakeholders, product owners, service owners, integration teams, vendors and delivery teams to ensure architecture quality, platform standardization, solution consistency and successful implementation of Genesys capabilities across regions.

Define the end-to-end technical architecture for Genesys Cloud contact center solutions, ensuring alignment with global platform standards, business requirements and enterprise architecture principles. Design scalable Genesys Cloud solutions across IVR, call flows, queues, routing strategies, skills, data tables, callbacks, voicemail, digital channels, workforce management, analytics and AI-enabled capabilities. Lead technical solution design for integrations between Genesys Cloud and enterprise systems such as CRM, ServiceNow, SAP, Microsoft Teams, identity management, reporting platforms and middleware solutions. Translate business processes, customer journeys and operational needs into technical designs, architecture documents, configuration blueprints and implementation guidelines. Provide technical leadership to delivery teams during configuration, development, testing, deployment and transition to operations for new Genesys features and enhancements. Review and validate solution designs, integration patterns, security controls, data flows, API usage and configuration changes to ensure stability, performance, maintainability and compliance. Missing Telco Architecture capability – Technical knowledge & setup, Global geo capability of legal laws/regulation Internal SHS Infra setup – know-how & understanding Integration Architecture – Data Lake / DB (Snowflake/SQL/Azure), Pipeline (Snaplogic) & other middleware with source Support complex technical issue resolution by analyzing platform behavior, integration failures, routing logic, call flow defects, performance concerns and configuration dependencies. Maintain technical architecture documentation, reusable design patterns, standards, decision logs and roadmap inputs for continuous platform evolution. Required Skills and Experience: Strong hands-on experience in Genesys Cloud architecture, configuration and implementation for enterprise contact center environments. Deep understanding of Genesys Cloud capabilities including Architect call flows, IVR, ACD routing, skill-based routing, bullseye routing, queues, users, roles, divisions, scripts, wrap-up codes and reporting. Experience designing omnichannel contact center solutions across voice, email, chat, messaging, SMS, callbacks, voicemail and digital engagement channels. Strong knowledge of Genesys Cloud APIs, integration patterns, event-driven architecture, authentication, SCIM/user provisioning, data actions and middleware-based integrations. Experience integrating Genesys Cloud with CRM, ITSM, ERP, Microsoft Teams, identity platforms, data lake, analytics or reporting solutions. Good understanding of cloud architecture, security, network connectivity, telephony concepts, SIP, SBC, BYOC/Cloud Voice concepts and enterprise identity management. Ability to create technical architecture documents, solution designs, sequence flows, integration specifications, test support