Genesys Cloud CX Architect

Quick Facts

• Role: Genesys Cloud CX Architect

Description

Design, develop, configure, and maintain customer experience and contact center solutions using the Genesys Cloud CX platform. Build Architect flows (IVR/IVA), integrate systems, configure routing strategies, develop bots, and ensure optimal platform performance to support business objectives.

Responsibilities

• Design and enhance IVR/IVA flows using Genesys Architect

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

• Develop voice and digital bots using Genesys Dialog Engine (NLU/NLP)

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

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

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

• Deploy and support platform updates, enhancements, and new features

• Integrate Genesys Cloud CX with external systems such as CRM, ticketing, and authentication

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

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

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

• Create dashboards and custom reports using Genesys Analytics; analyze KPIs including SLA, AHT, abandon rate, and agent performance

• Manage user roles, permissions, and access control; ensure 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, with 3–6+ years in Genesys Cloud CX engineering or development

• Architect flow design experience covering call flows, IVRs, and bots

• Routing strategy expertise (ACD, skills, preferred agent, bullseye)

• Telephony knowledge (SIP, trunks, call control)

• Experience with digital channels such as chat, email, and messaging

• Background in REST APIs, JSON, and web services

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

• Cloud networking basics with AWS or Azure (preferred)

• Strong problem-solving and analytical skills

• Excellent communication 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 model with opportunity to work remotely within Poland

• Chance to work abroad for up to 60 days annually and business-driven relocation opportunities

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

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

• Stable pay and 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 entertainment and relaxation areas, table tennis and football, free snacks and coffee

• Corporate, social, and well-being events

• B2B contractor option with terms agreed individually