Genesys Cloud CX Solution Architect and Support Lead

Application Tech Support Practitioner

Project Role : Application Tech Support Practitioner
Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills : Genesys Cloud CX
Good to have skills : Genesys Contact Center QM
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education

RRD Skill – Genesys Cloud CX – Solution Architect
Experience: - 5+ years

Job Summary:
We are seeking an experienced Genesys Cloud CX Lead with good exposure on Design and Architecture to lead the support, design, architecture, and deployment of Genesys Cloud solutions for enterprise-level contact center environments. You will play a critical role in delivering scalable, secure, and high-performance customer experience platforms by leveraging Genesys Cloud CX and integrating it with key enterprise systems. This role is both hands-on and strategic, and will work closely with business stakeholders, cross-functional teams, and clients to deliver cutting-edge contact center solutions.

Key Responsibilities:
Architect and Design Genesys Cloud CX Solutions:
o Lead end-to-end architecture and solution design for Genesys Cloud deployments.
o Translate business and functional requirements into scalable and maintainable technical solutions.
o Align platform designs with compliance, security, and operational standards.
Implementation and Configuration:
o Oversee the technical implementation of Genesys Cloud features including voice, chat, email, SMS, IVR, bots, routing strategies, and WFM.
o Configure and manage integrations with third-party platforms (e.g., CRM, ERP, databases).
Platform Leadership and Governance:
o Serve as the Subject Matter Expert (SME) for Genesys Cloud CX.
o Define and enforce best practices in design, configuration, and deployment.
o Participate in platform governance, change management, and solution lifecycle planning.
Mentorship and Collaboration:
o Provide guidance, training, and mentoring to internal teams and stakeholders.
o Collaborate with cross-functional teams such as security, network, platform engineering, and architecture.
Continuous Improvement:
o Stay current with emerging Genesys Cloud features and industry trends.
o Proactively recommend and implement improvements to optimize performance and customer experience.
Issue Management and Support:
o Troubleshoot complex issues in production and staging environments.
o Support escalation processes and provide hands-on technical support when needed.
Documentation and Compliance:
o Maintain thorough documentation of architecture, designs, configurations, and change logs.
o Ensure all solutions meet regulatory, security, and privacy standards.

Required Qualifications & Skills:
Education:
o Bachelor s degree in Computer Science, Engineering, Telecommunications, or related field, or equivalent work experience.
Experience:
o Minimum 10 years of experience in contact center technologies.
o At least 5+ years of hands-on experience with Genesys Cloud CX (formerly PureCloud).
o Proven experience designing and deploying complex contact center solutions.
o Migration experience from legacy platforms to Genesys Cloud CX.
Technical Skills:
o Strong proficiency in Genesys Cloud Design, Administration, IVR design, call flows, and routing.
o Knowledge with APIs, JSON, and JavaScript.
o Knowledge of Genesys Workforce Engagement (WEM), Reporting/Analytics, Omnichannel (Chat, Email, SMS), and Bot integration.
o Experience integrating with systems like Salesforce, ServiceNow, MS Dynamics, or other enterprise tools / 3rd party applications.
o Understanding of SIP, WebRTC, and telephony standards.
o Experience with CI/CD pipelines and DevOps practices is a plus.
Certifications:
o Preferably Genesys Cloud Certified Professional
o Additional certifications in cloud platforms or contact center solutions are a plus.
Soft Skills:
o Excellent verbal and written communication skills.
o Strong problem-solving skills and attention to detail.
o Ability to work independently and in a globally distributed team environment.
o Comfortable working in a matrixed organization structure.

Preferred Experience:
Experience in Solution Architect or technical lead role on enterprise-scale contact center projects.
Working knowledge of ITIL processes and Agile/Scrum methodologies.
Experience in Industry vertical such as healthcare, finance, or regulated industries is an advantage