Genesys Cloud Architect

Miratech•Philadelphia, PA

About The Position

We are looking for an experienced Genesys Cloud Architect to lead the design, architecture, and evolution of cloud-based contact center solutions. In this role, you will be responsible for defining the technical vision, designing scalable and resilient architectures, and ensuring alignment with business objectives and enterprise technology strategy. You will act as a key technical leader, working closely with business stakeholders, product owners, and cross-functional engineering teams to deliver integrated, future-ready customer experience solutions built on the Genesys Cloud CX platform.

Requirements

7+ years of experience in contact center technologies, with strong expertise in Genesys Cloud CX solutions
Proven experience in designing and delivering large-scale cloud contact center solutions
Strong knowledge of: IVR, call flows, and routing strategies; Omnichannel solutions (voice, chat, email, messaging); Workforce Management (WFM), call recording, and analytics; AI/ML capabilities
Hands-on experience with API integrations (REST/SOAP) and microservices architecture
Experience integrating Genesys Cloud CX with CRM platforms such as Salesforce, Microsoft Dynamics, or ServiceNow
Strong background in infrastructure planning, solution design, deployment, and lifecycle management, ensuring high availability and performance
Solid understanding of business processes and their alignment with customer experience technologies
Deep knowledge of SIP infrastructure, including SIP protocol, Session Border Controllers (SBCs), and load balancing approaches

Responsibilities

Lead the end-to-end architecture and design of Genesys Cloud CX solutions
Translate business requirements into scalable, secure, and high-performing technical designs
Define and drive the technical roadmap for contact center and CX platforms
Collaborate with enterprise architects and other technology teams to ensure seamless integration across systems
Provide hands-on technical leadership across solution design, development, testing, and deployment phases
Guide and mentor engineering teams, ensuring best practices and architectural standards are followed
Oversee integrations with third-party systems such as CRM, WFM, and analytics platforms
Ensure solutions meet security, compliance, and performance requirements
Stay current with Genesys Cloud capabilities and CX industry trends, driving continuous innovation

Benefits

Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program.
Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.

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