Genesys Cloud Architect / Developer

NTT DATA•Pittsburgh, PA

1d•Hybrid

About The Position

NTT DATA is seeking an experienced Genesys Cloud technical specialist to support the design, development, integration, and deployment of voice and customer engagement solutions for a Genesys Cloud migration initiative. The role involves hands-on work with Genesys Cloud Architect, Salesforce integration, CX Cloud for Salesforce, CTI Connector products, APIs, screen-pop functionality, analytics, and Workforce Management (WFM). The specialist will collaborate with business stakeholders, contact center teams, Salesforce teams, integration developers, and infrastructure teams to gather requirements, design call flows, build integrations, troubleshoot technical issues, and deliver the migration within tight project timelines. The position includes designing and configuring Genesys Cloud voice and interaction-routing solutions; integrating Genesys Cloud with Salesforce and other enterprise applications; supporting analytics and WFM capabilities; and assisting with testing, deployment, migration, and production support. The role also requires maintaining technical documentation and taking assigned deliverables through completion. The position is based in Pittsburgh, Pennsylvania, with an on-location/hybrid designation. The stated starting pay range is $55 to $65 per hour.

Requirements

At least 5 years of hands-on experience with Genesys Cloud Architect, including designing and developing voice and interaction-routing solutions.
Strong experience with Genesys Cloud CX and contact center migration or implementation projects.
At least 3 years of experience with API integration and custom development.
At least 5 years of experience with CX Cloud for Salesforce and CTI Connector products.
At least 5 years of experience implementing screen-pop functionality in contact center or Salesforce environments.
At least 5 years of experience with out-of-the-box and custom analytics capabilities.
At least 5 years of experience with Workforce Management solutions.
Strong experience integrating Genesys Cloud with Salesforce.com.
Experience implementing call-to-case and email-to-case functionality.
Strong understanding of call flows, IVR, routing, queues, interaction handling, and contact center architecture.
Experience designing and developing custom APIs for enterprise integrations.
Strong troubleshooting and root-cause-analysis skills.
Ability to create clear technical documentation, including call flows, integration specifications, and solution designs.
Strong communication and stakeholder-management skills.
Ability to independently deliver technical solutions and work effectively under aggressive project timelines.

Nice To Haves

Experience leading or contributing to large-scale Genesys Cloud migration or contact center transformation programs.
Genesys Cloud certifications.
Salesforce and/or Salesforce Service Cloud experience or certifications.
Experience with enterprise CRM, customer service, and omnichannel contact center environments.
Knowledge of security, authentication, API management, and enterprise integration best practices.

Responsibilities

Gather and analyze business, functional, and technical requirements for Genesys Cloud solutions.
Design, develop, configure, test, and deploy voice solutions using Genesys Cloud.
Build and configure inbound and outbound customer interaction workflows using Genesys Cloud Architect.
Design and document call flows, routing strategies, IVR workflows, queues, prompts, and interaction-handling processes.
Configure and optimize Genesys Cloud capabilities to meet business and contact center requirements.
Support migration of existing contact center capabilities to Genesys Cloud.
Design and implement integrations between Genesys Cloud and Salesforce.com.
Configure and support CX Cloud for Salesforce and CTI Connector capabilities.
Enable and optimize call-to-case and email-to-case functionality in Salesforce.
Implement screen-pop functionality that gives agents relevant customer and case information during interactions.
Configure interaction routing and data synchronization between Genesys Cloud and Salesforce.
Troubleshoot CTI, screen-pop, routing, and Salesforce integration issues.
Design and develop custom APIs and integration services connecting Genesys Cloud with Salesforce and other enterprise applications.
Use Genesys Cloud and Salesforce APIs to support custom integration requirements.
Develop secure, scalable, and reusable integration components.
Troubleshoot API failures, authentication issues, data-mapping problems, and integration performance issues.
Follow enterprise development, security, integration, and API-management standards.
Configure and support Genesys Cloud out-of-the-box analytics and reporting capabilities.
Develop custom analytics solutions where standard capabilities do not meet business requirements.
Support operational reporting on interactions, agents, queues, service levels, customer experience, and contact center performance.
Work with stakeholders to define reporting requirements and contact center performance metrics.
Configure and support Genesys Cloud Workforce Management capabilities, including forecasting, scheduling, workforce planning, and adherence-related requirements.
Coordinate with contact center operations teams to align WFM capabilities with operational requirements.
Support unit testing, integration testing, UAT, deployment, and production validation.
Troubleshoot technical issues across Genesys Cloud, Salesforce, CTI, APIs, call routing, voice, screen-pop, analytics, and WFM.
Perform root-cause analysis and implement sustainable solutions for production issues.
Support cutover and migration activities while minimizing disruption to contact center operations.
Produce and maintain solution design documents, call-flow documentation, integration specifications, configuration documentation, and operational support procedures.
Take ownership of assigned deliverables and complete them effectively under tight project timelines.