Job Description

We are seeking an experienced Solution Architect to lead our migration and implementation of Genesys Cloud CX. The ideal candidate will have deep experience with contact center platforms, particularly Genesys Cloud CX, and strong technical skills to support complex migration activities. This role requires someone who can bridge the gap between business requirements and technical implementation, with a focus on modernizing our contact center operations through cloud capabilities.

Key Responsibilities

• Lead the technical aspects of migrating from existing contact center platform to Genesys Cloud CX
• Analyze, interpret, and prepare existing data for migration to ensure data integrity and continuity
• Map existing outbound dialer strategies to new cloud-based dialer functionality
• Develop custom scripts and solutions for complex integrations using the Genesys API hub
• Translate current KPIs and reporting requirements to Genesys Cloud capabilities
• Collaborate with the existing team to identify opportunities to modernize processes
• Design and implement true omni-channel experiences leveraging Genesys Cloud capabilities
• Provide first-level support, including issue triage and translation of cloud concepts for the team
• Document solution architecture and implementation plans
• Ensure the implementation follows best practices and meets business requirements

Required Qualifications

• 5+ years of experience as a Solution Architect in contact center environments
• Proven experience implementing Genesys Cloud CX (formerly PureCloud)
• Strong understanding of contact center technologies, workflows, and operations
• Experience migrating from legacy contact center platforms to cloud solutions
• Strong knowledge of outbound dialer strategies and implementation
• Proficiency in API integration and development (REST, webhooks, etc.)
• Experience with Genesys' AppFoundry ecosystem and integration capabilities
• Contact center reporting and analytics expertise
• Understanding of IVR design, call flows, and routing strategies
• Excellent problem-solving and troubleshooting skills

Preferred Qualifications

• Genesys Cloud certifications (Genesys Cloud CX Consultant, Developer, or similar)
• Experience with multiple contact center platforms (for migration context)
• Knowledge of workforce management and quality management solutions
• Experience with CRM integrations (Salesforce, Microsoft Dynamics, etc.)
• Familiarity with cloud infrastructure (AWS, Azure, or GCP)
• Understanding of omnichannel strategy implementation
• Experience with contact center compliance requirements
• Project management experience in technology implementation projects

Technical Skills

• Genesys Cloud CX architecture and implementation
• API development and integration
• JavaScript, Python, or other programming languages for custom development
• Data migration tools and methodologies
• Cloud infrastructure concepts
• Contact center IVR and call flow design
• Knowledge of omni-channel routing and queue management
• Analytics and reporting solutions

Soft Skills

• Strong communication skills to translate technical concepts to business stakeholders
• Ability to work effectively with cross-functional teams
• Problem-solving and analytical thinking
• Adaptability and flexibility in a rapidly changing environment
• Leadership capabilities to guide implementation teams
• Customer-focused approach to solution design
• Documentation and knowledge transfer abilities

Additional Information

This position offers the opportunity to play a key role in transforming contact center operations through cutting-edge cloud technology. The ideal candidate will combine technical expertise with business acumen to ensure a successful implementation that delivers enhanced customer and agent experiences.

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