Genesys Cloud Architect

2 weeks ago

Bengaluru Karnataka India, Karnataka ARA Resources Pvt. Ltd. Full time

About ARAs Client

ARAs Client is a global leader in strategy, technology consulting and digital services, enabling clients in more than 100+ countries to implement cutting edge solutions in their transformation journey. They helps businesses become digital-first and digital-ready. The company has a global presence with 600000+ employees ( 200000+ in India).


Location - Pan India Open


Role Summary

Technology Architect – Genesys Cloud CX will lead the design, architecture, migration, and deployment of enterprise-grade contact center solutions. This role combines hands-on technical leadership with strategic architecture ownership, ensuring scalable, secure, and high-performing customer experience platforms built on Genesys Cloud CX.


Key Responsibilities

  • Lead end-to-end architecture and solution design for Genesys Cloud CX deployments
  • Translate business and functional requirements into scalable, maintainable technical solutions
  • Design architectures aligned with security, compliance, and operational standards
  • Oversee implementation of voice, IVR, routing strategies, omnichannel (chat, email, SMS), bots, and WFM
  • Configure and manage integrations with CRM, ERP, databases, and third-party platforms
  • Act as SME for Genesys Cloud CX, defining design and deployment best practices
  • Participate in governance, change management, and solution lifecycle planning
  • Mentor and guide engineering and delivery teams
  • Collaborate with security, network, platform engineering, and enterprise architecture teams
  • Troubleshoot complex production and staging issues and support escalations
  • Drive continuous optimization using new Genesys Cloud features and industry trends
  • Maintain detailed documentation, architecture diagrams, and compliance artifacts


Must-Have Qualifications

  • 15+ years of experience in contact center technologies
  • 4+ years of hands-on experience with Genesys Cloud CX
  • Proven experience designing and deploying complex enterprise contact center solutions
  • Strong expertise in Genesys Cloud administration, IVR design, call flows, and routing
  • Hands-on integration experience using APIs, JSON, and JavaScript
  • Experience integrating with Salesforce, ServiceNow, MS Dynamics, or similar platforms
  • Strong understanding of SIP, WebRTC, and telephony standards

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