Genesys Pure Engage Architect

Summary: The Genesys Pure Engage Architect role involves defining comprehensive contact center architecture across various platforms, including voice and digital channels. The position requires the creation of high-level and low-level designs, ensuring scalability and performance, and integrating various systems while adhering to security and compliance standards. The architect will also engage with business owners to align on customer experience goals and manage technical escalations. This is a remote position based in the USA, classified as outside IR35.

Key Responsibilities:

• Define end-to-end contact center architecture across voice, digital, WEM, and outbound.
• Create HLD/LLD, reference architectures, and routing/IVR design standards.
• Ensure scalability, HA/DR, resiliency, and performance (capacity models, concurrency).
• Design call flows, IVR/IVA, and routing (URS/Strategy, GVP/Voice, ORS/Composer).
• Model queues, skills, DN/Places, Agent Groups, and stat server needs.
• Plan digital channels (email, chat, messaging) via GMS/GWS/Chat/Callback.
• Define reporting/analytics with Stat Server, InfoMartXI/GA and KPI taxonomy.
• Integrate CRMS, identity platforms (SSO/SAML/OAuth), WFO/WFM, knowledge, and data.
• Design CTI/desktop integrations (Workspace, WDE, SDKS) and event/pub-sub patterns.
• Enforce security baselines: network segmentation, TLS/SRTP cert lifecycle, secrets.
• Address PCI-DSS, GDPR/CCPA, HIPAA where applicable; call recording controls.
• Implement RBAC, least-privilege across GAX/Config Server and external systems.
• Define environments (DEV/TEST/UAT/PROD), topology, and version alignment/compatibility.
• Capacity planning: trunks, media, licenses, IVR ports, IVR/strategy throughput.
• Automation/laC for config and infra; CI/CD for routing/IVR packages and desktop plugins.
• Engage Genesys TAC/PS; manage escalations and product roadmap alignment.
• Align with business owners on CX goals, KPIs, and journey design.

Key Skills:

• Expertise in Voice/SIP technologies, including SIP Server, GVP/Media, SBC/trunks, codecs, QoS.
• Proficiency in routing strategies, URS, ORS/Composer, business calendars, targeting/SL.
• Experience with digital/messaging platforms, including GMS, chatbots/IVA, asynchronous flows.
• Knowledge of WEM/WFO systems, including recording, QM, WFM forecasting/scheduling, compliance.
• Understanding of outbound campaign management, pacing, compliance (TCPA), list management.

Salary (Rate): undetermined

City: undetermined

Country: USA

Working Arrangements: remote

IR35 Status: outside IR35

Seniority Level: undetermined

Industry: IT