Genesys Architect
TELUS Digital
full-time
Posted on:
Location Type: Remote
Location: Massachusetts • North Carolina • United States
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About the role
- Lead technical architecture and design for Genesys Cloud implementations across high-complexity projects, defining solution components, routing strategies, telephony (Cloud Voice / BYOC), integration patterns, and deployment strategies that align with client business objectives and platform best practices
- Deliver select hands-on implementation and configuration of Genesys Cloud routing applications, API integrations, and bot deployments, while guiding engineers on complex build activities and ensuring architectural alignment
- Provide technical leadership and consulting to delivery teams, guiding solution decisions, troubleshooting complex technical challenges in multiple environments, and ensuring architectural integrity throughout the implementation lifecycle
- Support pre-sales activities by consulting with the sales team on technical feasibility, solution design, and architecture approaches during the proposal and discovery phases for prospective clients
- Drive proof-of-concept (PoC) initiatives to evaluate and validate candidate architectures, emerging Genesys capabilities, integration tools, and third-party products that enhance the practice's solution offerings
- Mentor and develop junior and intermediate team members, sharing deep expertise across the Genesys suite, fostering technical growth, and building internal capability within the Genesys CCaaS practice
- Review and validate technical deliverables, including detailed design specifications, test plans, integration documentation, and deployment procedures to ensure functional completeness, technical accuracy, and adherence to architectural standards
- Assess and remediate application stability and performance issues, applying analytical and troubleshooting skills to diagnose root causes, implement fixes, and optimize Genesys Cloud deployments for operational excellence
Requirements
- 5+ years of hands-on experience with Genesys Cloud
- 5+ years of experience with Genesys analytics and reporting capabilities
- Deep technical expertise in developing Genesys Cloud routing applications, call flows, and orchestration logic for complex contact center use cases
- Working knowledge of Unix/Linux environments with demonstrated ability to troubleshoot, trace logs, and diagnose technical issues across the Genesys Cloud platform
- Experience administering and managing Genesys deployment pipelines, including CI/CD processes, version control, and environment promotion strategies
- Comprehensive knowledge of the Genesys suite of applications and capabilities, with confidence to architect solutions across the full platform
- Proven analytical, problem-solving, and troubleshooting skills with the ability to diagnose complex technical challenges and implement effective solutions
- Excellent collaboration and communication abilities, with experience working effectively with diverse stakeholders and translating technical concepts for various audiences
- Self-motivated and execution-focused, with demonstrated ability to work independently, operate nimbly in remote environments, and drive deliverables to completion
- Passion for continuous learning and adaptability to emerging technologies, tools, and evolving Genesys Cloud capabilities
- Genesys Cloud CX Professional or Architect certification highly valued.
Benefits
- Remote work options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Genesys CloudGenesys analyticsGenesys routing applicationscall flowsorchestration logicUnix/LinuxCI/CD processesversion controltroubleshootingintegration documentation
Soft Skills
analytical skillsproblem-solvingtroubleshooting skillscollaborationcommunicationself-motivatedexecution-focusedadaptabilitymentoringtechnical leadership
Certifications
Genesys Cloud CX ProfessionalGenesys Architect certification