Genesys Architect

17 hours ago

Greater Kolkata Area, India S M Software Solutions Inc Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Job Title: Genesys Architect
Experience:
13+ Years

Location:
PAN India

Duration:
18 Months (Contract)

Working Hours:
~180 hours/month

Shift Allowance / Overtime:
No

Job Summary
We are seeking a highly skilled
Genesys Architect
to lead the design, architecture, and optimization of advanced
Genesys Contact Center
solutions. The ideal candidate will have deep expertise across the Genesys suite, with a proven track record in driving large-scale contact center transformations. This role demands strong leadership, technical depth, and the ability to deliver seamless, scalable, and secure customer experience platforms.

Key Responsibilities

  • Lead the architecture and design for complex Genesys Cloud and Genesys Engage environments.
  • Develop scalable and resilient solutions supporting high-volume contact centers.
  • Define architectures that meet current business needs while enabling future growth.
  • Design and implement IVR workflows, AI-powered chatbots, voicebots, and predictive routing.
  • Customize agent desktops, dashboards, and reports to optimize user experience and performance.
  • Integrate Genesys solutions with CRM systems, WFM tools, and other enterprise applications.
  • Collaborate with DevOps teams to enable CI/CD pipelines for Genesys environments.
  • Manage APIs and web services ensuring secure and efficient data flow.
  • Conduct performance tuning and system optimization for call quality and reliability.
  • Leverage analytics and reporting tools to identify trends and continuous improvement opportunities.
  • Ensure adherence to data protection, security standards, and compliance requirements.
  • Lead incident management, root cause analysis, and system recovery planning.
  • Develop and maintain comprehensive documentation for configurations and operational processes.

Qualifications

  • Education: Bachelor's or Master's in Computer Science, Information Technology, or a related field.
  • Experience: Minimum 8+ years of hands-on experience in Genesys Cloud, Genesys Engage, and related technologies.

Technical Skills

  • Expertise in Genesys platform architecture, configuration, and deployment.
  • Strong programming skills in Java, Python, or C.
  • Advanced understanding of SIP, VoIP, and telephony network technologies.
  • Experience with cloud infrastructure (AWS, Azure) and virtualization environments.

Soft Skills

  • Excellent communication, presentation, and stakeholder management skills.
  • Strong analytical thinking and complex problem-solving abilities.
  • Proven experience working in Agile/Scrum environments.

Preferred Qualifications

  • Genesys Certified Professional (GCP) or Genesys Certified Expert (GCE).
  • Experience with AI, ML, Copilot, and CX analytics.
  • Exposure to large-scale, global contact center deployments.

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