Genesys Cloud CX Architect

Cepoch

Website: cepoch.com
Job details:

We are seeking an experienced Genesys Cloud CX Architect to design, implement, and optimize scalable, cloud-based contact center solutions. The ideal candidate will have strong expertise in Genesys Cloud CX, telephony, IVR design, integrations, and cloud architecture, along with the ability to translate business requirements into technical solutions.

🔹 Key Responsibilities

🏗️ Solution Architecture & Design

• Design end-to-end Genesys Cloud CX architecture (HLD & LLD)
• Define scalable, secure, and highly available contact center solutions
• Lead architecture discussions, solution workshops, and design reviews

☁️ Genesys Cloud CX Implementation

• Configure and implement:
• Architect (IVR & call flows)
• Queues, routing, skills-based routing
• Data Actions, APIs, integrations
• Design and deploy BYOC Cloud / SIP trunking solutions

🔗 Integration & APIs

• Integrate Genesys with:
• CRM systems (Salesforce, etc.)
• Third-party applications via REST APIs
• Design middleware and data flow architecture

📞 Telephony & Voice Architecture

• Design SIP/VoIP solutions:
• SBC (AudioCodes, Ribbon)
• Secure voice (TLS/SRTP)
• Ensure high-quality voice routing and call flows

🔄 Migration & Transformation

• Lead migrations from:
• Avaya / Cisco / legacy systems → Genesys Cloud CX
• Define migration strategies, cutover plans, and rollback approaches

📊 Reporting & Optimization

• Implement analytics and reporting solutions
• Optimize:
• Call routing efficiency
• Customer experience (CX)
• System performance

🛡️ Security & Compliance

• Ensure compliance with security standards
• Design secure architectures for voice and data

Click on Apply to know more.