Lead Contact Center Solution Architect, Hybrid, Technology & Digital, FT, 08A-4:30P

Baptist Health South Florida • Miami, FL

1d • Hybrid

About The Position

We are seeking an experienced Genesys CCaaS Solutions Architect to support, design, and optimize a cloud contact center voice environment. This role will focus heavily on voice routing, call flows, integrations, and operational stability across a large, enterprise environment. The ideal candidate has hands-on experience with Genesys Cloud and understands voice at scale, including PSTN connectivity, SIP, and high-availability design.

Requirements

• Masters degree in computer science, Engineering or related field and a minimum of 10 years of experience.
• Proven project management knowledge and skills.
• Able to guide others in developing IT and cloud infrastructure.
• Current understanding of best practices regarding system security measures.
• Guide others using their experience with software engineering and design architecture.
• Advanced understanding of business analysis techniques and processes.
• Professional experience working with and analyzing computer hardware and software.
• Hands-on experience administering and supporting Genesys Cloud
• Solid understanding of contact center voice concepts
• Experience working with telecom carriers and SIP trunk providers
• Ability to troubleshoot complex voice issues across cloud, network, and carrier layers
• Familiarity with call center metrics and reporting related to voice performance
• Strong communication skills with the ability to explain technical concepts to non-technical stakeholders
• Working knowledge of System interfaces, including call recording and system integrations

Nice To Haves

• Experience supporting large or healthcare-based contact center environments
• Knowledge of integrations with CRM or clinical systems
• Experience with high-availability and disaster recovery design for CCaaS platforms
• Prior experience migrating from on-prem or legacy contact center solutions to Genesys Cloud
• Genesys certifications are a plus
• This position requires candidates to be local to the area and able to be onsite as needed for operational support and project work.

Responsibilities

• Design, configure, and support Genesys Cloud voice services, including inbound and outbound call flows
• Architect, build and maintain call flows, routing strategies, queues, IVRs, and schedules
• Manage SIP trunking, carrier integrations, and PSTN connectivity
• Troubleshoot voice quality, call failures, latency, and routing issues across the CCaaS platform
• Partner with network, and application teams to ensure end-to-end voice reliability
• Support integrations between Genesys and enterprise systems
• Participate in incident response, root cause analysis, and continuous improvement efforts
• Assist with platform upgrades, feature rollouts, and voice-related enhancements
• Create and maintain technical documentation, diagrams, and standard operating procedures
• Provide guidance and mentorship to junior engineers or operations teams as needed

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level