Job Summary
Genesys Cloud CX Solution Architect
Key Responsibilities
• Own the end-to-end solution architecture and design for the Enterprise Contact Center on Genesys Cloud CX, covering the core platform, agent experience, and service delivery model. • Design and govern edge server connectivity and the PSTN connectivity concept, ensuring resilient voice paths and clean interworking with the enterprise telephony SBC layer (Ribbon / AudioCodes). • Architect omnichannel communication — voice, email, chat, and messaging — including routing strategies, IVR/IVA flows, queues, and priority handling. • Lead system integrations between Genesys and surrounding platforms: CRM (e.g., Dynamics 365), ServiceNow (ITSM/CMDB), and enterprise APIs for real-time and back-office data exchange. • Define and, where in scope, implement optional AI and machine-learning capabilities (virtual agents/bots, predictive routing, speech and text analytics) to improve customer experience and deflection. • Establish DevOps practices in Genesys Cloud CX (CI/CD pipelines, CX-as-Code / Terraform, version control) to enable safe, repeatable configuration changes. • Embed security and compliance by design — TLS/SRTP, RBAC, data protection/GDPR alignment, and compliance-based call recording. • Define monitoring, reporting, and analytics — SLA/KPI dashboards and ServiceNow-integrated alerting for proactive fault detection and service reporting. • Drive transition and knowledge transfer from the incumbent, including runbooks, HLD/LLD documentation, and operational SOPs. • Lead demand, capacity, and disaster-recovery planning for the contact center estate, and champion continuous service improvement (CSI). • Act as the senior technical escalation point (L3/L4) for major incidents and problem management, working with Genesys and carriers to restore service.