Genesys Architect

Hello,Greeting's from ZettaMineJob Title:Genesys Architect / Senior Genesys Engineer Experience Required:13+ Years (with minimum 8+ years in Genesys solutions) Location:Pan India Notice Period:Immediate JoinersJob SummaryWe are seeking an accomplishedGenesys Architectwith over 13 years of IT experience and deep expertise inGenesys Cloud and Genesys Engageplatforms. The ideal candidate will be a strategic technology leader, responsible for designing, architecting, and optimizing advanced contact center solutions that deliver superior customer engagement and business value. This role demands a strong blend oftechnical expertise, solution architecture, system integration, and leadership skills , with a proven track record of driving enterprise-scale Genesys implementations.Key Responsibilities Lead the end-to-end architecture and design of complexGenesys Cloud CXandGenesys Engageenvironments. Define scalable, resilient, and secure architectures to supporthigh-volume, mission-critical contact centers . Ensure solutions meetbusiness requirementswhile remaining flexible for future expansion and emerging technologies. Design and implement advancedcall routing strategies, IVR flows, AI-driven chatbots, voicebots, and predictive routing . Customizeagent desktops, dashboards, and reporting toolsto align with operational and business KPIs. Build and maintaincustomer engagement workflowsto enhance customer journeys. Drive seamless integration of Genesys withCRM platforms, Workforce Management tools, and enterprise applications . Collaborate with DevOps teams to build and maintainCI/CD pipelinesfor Genesys environments. Manage APIs and web services ensuringreal-time, reliable data flowacross business systems. Conduct in-depthsystem performance analysisto optimize call quality, system responsiveness, and customer experience. Leveragedata analytics and reporting toolsto identify operational trends, bottlenecks, and opportunities for improvement. Ensure platform performance isoptimized for peak demand periodswith zero downtime. Ensure Genesys solutions comply withindustry standards, data privacy laws, and enterprise security protocols . Conductregular audits, vulnerability assessments, and security hardeningfor the Genesys ecosystem. Develop and maintain robustdisaster recovery and business continuity plans . Act as thesubject matter expert (SME)for Genesys across the enterprise and providetechnical leadership, mentoring, and knowledge sharingto cross-functional teams. Serve as thefinal escalation pointfor critical issues, driving root cause analysis and long-term fixes. Create and maintain detailedsystem documentation, architecture diagrams, and troubleshooting guides . Continuously review and refine operational processes to improve efficiency, performance, and reliability.Qualifications Education:Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field (or equivalent professional experience). Experience: 13+ years of IT experience with a minimum of8+ years in Genesys platforms (Genesys Cloud, Genesys Engage, PureConnect, etc.) . Hands-on expertise inGenesys platform architecture, configuration, deployment, and troubleshooting . Technical Skills: Strong programming knowledge inJava, Python, or C . In-depth expertise inSIP, VoIP, CTI, and telephony/network technologies . Proficiency withcloud infrastructure (AWS, Azure, GCP)and virtualization technologies. Experience withAPI integrations, microservices, and containerization (Docker, Kubernetes)is a plus.Good-to-Have (Preferred): Genesys Certified Professional (GCP)orGenesys Certified Expert (GCE) . Experience inAI, ML, Copilot solutions, and advanced analyticsfor customer experience. Familiarity withAgile / Scrum methodologies . Experience withglobal contact center rollouts and large-scale enterprise deployments .If you are interested kindly share your updated CV toaruna.m@zettamine.comor WhatsApp to6302404863.Thanks & Regards, Aruna.M