Genesys Cloud Architect

Genesys Cloud Architect

Posted Today by 1761820750

Apply
Negotiable
Outside
Remote
USA
Apply
Cloud Computing Cloud Technology Computer Science Forecasting Genesys Interactive Voice Response Management Performance Tuning Root Cause Analysis Scheduling

Summary: The Genesys Cloud Architect serves as the primary expert on Genesys Cloud functionalities, focusing on various aspects such as Workforce Management, IVR, and Genesys Bots. This role involves collaborating with cross-functional teams to translate business needs into scalable configurations, monitoring system performance, and providing training on Genesys Cloud features. The position requires a deep understanding of contact center operations and the ability to troubleshoot and document configurations effectively. Candidates should have significant hands-on experience with the Genesys Cloud platform and strong analytical skills.

Key Responsibilities:

  • Serve as the primary expert on Genesys Cloud functionality, configuration limits, and best practices across Workforce Management, IVR, Genesys Bots, Auto Quality, Callbacks, and Accounts.
  • Collaborate with cross-functional teams (IT, Quality, Operations) to translate business needs into scalable Genesys configurations.
  • Advise on platform limits, licensing thresholds, and performance monitoring.
  • Monitor system performance, usage limits, and licensing thresholds to ensure compliance and efficiency.
  • Troubleshoot issues and support root cause analysis for Genesys-related incidents.
  • Document configurations, provide knowledge transfer, and support training as needed on Genesys Cloud features and updates.
  • Stay current on Genesys Cloud releases, roadmap developments, and emerging capabilities.

Key Skills:

  • Bachelor's degree in computer science or related technical discipline preferred, or 4 years of relevant work experience if no degree.
  • 3+ years of hands-on experience with Genesys Cloud platform.
  • Deep understanding of contact center operations and quality assurance frameworks.
  • Proven expertise in configuring and managing WFM, IVR, bots, and callback systems.
  • Familiarity with Auto Quality tools and analytics dashboards.
  • Strong analytical, problem-solving, and communication skills.
  • Ability to lead cross-functional initiatives and coach others on platform capabilities.
  • Genesys Cloud certifications (preferred).

Salary (Rate): undetermined

City: undetermined

Country: USA

Working Arrangements: remote

IR35 Status: outside IR35

Seniority Level: undetermined

Industry: IT

Detailed Description From Employer:
Serve as the primary expert on Genesys Cloud functionality, configuration limits, and best practices across:
o Workforce Management (WFM): Forecasting, scheduling, adherence monitoring, and intra-day/real-time adjustments
o Interactive Voice Response (IVR): Call flow design, routing logic, and self-service enhancements/optimizations
o Genesys Bots: Configuration, training, and performance tuning of AI-driven virtual agents
o Auto Quality: Configuration, deployment, and refinement of automated interaction scoring and quality assurance workflows
o Callbacks: Setup and management of callback queues, timing thresholds, and customer experience parameters
o Accounts: Best practice for account creation, termination, skilling and queues
Collaborate with cross-functional teams (IT, Quality, Operations) to translate business needs into scalable Genesys configurations
Advise on platform limits, licensing thresholds, and performance monitoring
Monitor system performance, usage limits, and licensing thresholds to ensure compliance and efficiency
Troubleshoot issues and support root cause analysis for Genesys-related incidents
Document configurations, provide knowledge transfer, and support training as needed on Genesys Cloud features and updates
Stay current on Genesys Cloud releases, roadmap developments, and emerging capabilities
WHAT YOU LL NEED TO SUCCEED
Education:
Bachelor s degree in computer science or related technical discipline, preferred but not required.
NOTE: If resources do not have a relevant college degree, an additional 4 years of relevant work experience is required.
Required Experience:
3+ years of hands-on experience with Genesys Cloud platform
Deep understanding of contact center operations and quality assurance frameworks
Proven expertise in configuring and managing WFM, IVR, bots, and callback systems
Familiarity with Auto Quality tools and analytics dashboards
Strong analytical, problem-solving, and communication skills
Ability to lead cross-functional initiatives and coach others on platform capabilities
Genesys Cloud certifications (preferred)
Apply
Similar Jobs
Loading data...