Genesys Cloud Architect

2 weeks ago

bangalore, India 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 + employees ( + 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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