Genesys Cloud CX Architect

Quick Facts

• Focus: Designing and maintaining Genesys Cloud CX customer experience and contact center solutions

• Key areas: Architect flow development, call routing and telephony, digital channels, integrations, automation, monitoring, and analytics

Description

Design, develop, configure, and maintain customer experience and contact center solutions using the Genesys Cloud CX platform. Build Architect flows for IVR/IVA and bots, configure routing strategies and telephony components, and integrate digital channels and external systems via APIs and web services. Monitor platform performance, troubleshoot issues, and deliver analytics and dashboards for KPIs such as SLA, AHT, and abandon rate.

Responsibilities

• Design, develop, and enhance IVR/IVA flows using Genesys Architect

• Build and optimize call routing strategies, queues, skills, schedules, and user configurations

• Develop bots with Genesys Dialog Engine (NLU/NLP) for voice and digital channels

• Create automation workflows using Genesys Cloud APIs, web services, and 3rd-party integrations

• Configure telephony components (SIP trunks, DID routing, Edge settings, station setup)

• Enable and support digital channels (chat, email, messaging, social media)

• Deploy new features, enhancements, and platform updates as part of continuous improvement

• Integrate Genesys Cloud CX with external systems (CRM, ticketing, authentication)

• Use REST APIs, webhooks, and event streams for custom use cases

• Monitor performance, call flows, interaction paths, and platform health

• Perform root-cause analysis for call failures, routing issues, and telephony problems; provide L2/L3 support and coordinate escalations

• Create dashboards and custom reports using Genesys Analytics, analyzing KPIs such as SLA, AHT, abandon rate, and agent performance

• Manage user roles, permissions, and access control while ensuring SSO, data privacy, and compliance

• Document configurations, flows, integrations, and release changes with CX, IT, development, WFM, and business teams

Requirements

• 10–12 years of software development experience

• 3–6+ years in Genesys Cloud CX engineering or development

• Expertise in Architect flow design covering call flows, IVRs, and bots

• Proficiency in routing strategies including ACD, skills, preferred agent, and bullseye

• Telephony knowledge including SIP, trunks, and call control

• Skills in digital channels such as chat, email, and messaging

• Background in REST APIs, JSON, and web services

• Familiarity with OAuth and SSO/IdP integrations (Azure AD, Okta, Ping)

• Cloud networking basics with AWS or Azure (preferred)

• Strong problem-solving and analytical thinking

• Excellent communication skills for technical and business audiences

• Ability to work in fast-paced, agile environments

• Genesys Cloud CX Certified Professional (GCX-P)

• Genesys Cloud Architect Certification

• ITIL Foundation

• Advanced English proficiency (C1+)

Benefits

• Hybrid work with remote opportunities within Poland

• Opportunity to work abroad up to 60 days annually and business-driven relocation options

• Career development programs, mentoring, and soft-skills/well-being programs

• Certification support (Anthropic, Gemini, GCP, Azure, AWS) and English classes

• Stable pay, Employee Stock Purchase Plan with a 15% discount

• Benefits package including health insurance, multisport, and shopping vouchers

• Referral bonuses up to $2,000

• Offices with amenities and corporate, social, and well-being events

Note: Contractor options may be available under individually agreed B2B terms.