This role is for one of the Weekday's clients

JobType: full-time

We are seeking a highly experienced Genesys Cloud Architect with 15+ years of experience to design, implement, and optimize advanced contact center solutions. The ideal candidate will lead architecture and deployment efforts, integrate Genesys Cloud with other enterprise systems, and ensure scalable, high-performance solutions that meet business needs.

Requirements

Key Responsibilities

• Design and architect Genesys Cloud solutions aligned with business requirements and technical objectives.
• Collaborate with stakeholders—including business analysts, developers, and infrastructure teams—to deliver robust and scalable designs.
• Lead the implementation and configuration of Genesys Cloud solutions following industry best practices.
• Oversee integration with other platforms such as CRMs, SaaS applications, contact center tools, and databases.
• Define and document technical specifications, system configurations, and workflows.
• Provide technical guidance and support to development and implementation teams.
• Troubleshoot and resolve complex technical issues related to Genesys Cloud deployments.
• Stay current with the latest Genesys Cloud features, capabilities, and best practices, recommending solutions to improve efficiency and customer experience.
• Conduct performance assessments, capacity planning, and security reviews for Genesys Cloud environments.

Desired Skills & Experience

• Strong hands-on experience with Genesys Cloud architecture, implementation, and administration.
• Deep understanding of Customer Service operations, including assessment and benchmarking.
• Exposure to Generative AI / LLMs for enhancing contact center capabilities.
• Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing.
• Expertise with Voice and Non-Voice applications using Genesys tools such as Architect, Composer, Designer, and other framework components.
• Proven ability to assess customer needs, deliver business value, and recommend technical solutions.
• Knowledge of on-premises, cloud, hybrid environments, and cloud pricing strategies.
• Experience in Genesys CX migration or implementation from other contact center technologies.
• Hands-on experience embedding Genesys dialers into SaaS applications like Salesforce, Zendesk, ServiceNow, or custom apps.
• Implementation experience with Virtual Agents (Amazon Lex, Google CCAI, Agent Assist, knowledge base, caller intent identification).
• Skilled in integrating Genesys with AWS Lambda or using Genesys Data Actions to retrieve data from databases or APIs.