RQ00398 - Applications Architect - Intermediate

Qualifications:

• Bachelor’s degree in information technology, Computer Science, or a related discipline.
  


• Minimum of 5 years of experience in Genesys system design, implementation, and administration.
  


• Certifications in Genesys Cloud CX strongly preferred.
  

Deep knowledge of:

• Genesys Architect call flows, digital channels, and ACD routing
  


• Telephony concepts (SIP, SBCs, QoS, E-911, porting, number plans)
  


• SSO/SAML and user lifecycle via SCIM or Azure AD provisioning
  


• REST APIs
  


• Experience implementing or supporting integrations between Genesys Cloud CX and WFM or QA systems (e.g., Verint) is an asset.
  


• Demonstrated success acting as both Solution Architect and Platform Administrator on at least one enterprise-level Contact Center system implementation projects, including vendor collaboration.
  


• Strong analytical and troubleshooting skills.
  


• Familiarity with ITIL, DevOps CI/CD, and Agile frameworks.
  


• Excellent communication skills, with the ability to translate technical concepts for diverse stakeholders.
  


• Detail-oriented, organized, and proactive in project delivery.
  

Organizational Competencies Expected

• Client Focus
  


• Adaptability and Flexibility   
  


• Personal Motivation and Accountability
  


• Focus on Quality and Best Practice
  


• Problem Solving and Judgement
  


• Organizational Awareness
  


• Teamwork and Collaboration
  
  

Requirements

Deliverables

Implementation Phase

• Provide strategic and technical guidance on Genesys Cloud CX capabilities and best practices to meet operational requirements
  


• Collaborate with the vendor and internal teams to design and configure the Genesys platform including call flows, IVR, queues, and integrations, to ensure performance, reliability, and scalability
  


• Define and oversee integrations with telephony carriers/SIP trunks, identity providers (Azure AD SSO/SCIM), and/or ticketing systems.
  


• Support integration efforts between Genesys Cloud CX and WFM/QA solution, ensuring data integrity and functionality across platforms.
  


• Ensure compliance with organizational security policies and data protection standards.
  


• Develop migration plan for cut over and work with QA team to develop test scenarios.
  


• Document system architecture, configurations, processes, and user guides.
  


• Provide training and support to internal users during and after implementation.
  

Operation Phase

• Act as primary system admin: user provisioning, role-based access control, telephony configuration, license management
  


• Monitor system performance, conduct evaluations, and proactively resolve technical issues.
  


• As required may tune IVR, call flows, queue thresholds, to meet evolving SLAs and CX KPIs
  


• Coach and upskill IT and Business Operations support staff; deliver knowledge-transfer sessions and create training artifacts
  


• Stay current with Genesys platform updates, features, and industry best practices.
  

Must Haves: 

• 7+ experience Genesys Architect call flows, digital channels, and ACD routing 
  


• 7+ experience in deploying VOIP phone systems with deep knowledge and application of Telephony concepts (SIP, SBCs, QoS, E-911, porting, number plans) 
  


• 7+ experience SSO/SAML and user lifecycle via SCIM or Azure AD provisioning 
  


• 7+ experience utilizing REST APIs in development