Genesys Architect

Hello,

Greeting's from ZettaMine

Job Title:
Genesys Architect / Senior Genesys Engineer

Experience Required:
13+ Years (with minimum 8+ years in Genesys solutions)

Location:
Pan India

Notice Period:
Immediate Joiners

Job Summary

We are seeking an accomplished
Genesys Architect
with over 13 years of IT experience and deep expertise in
Genesys Cloud and Genesys Engage
platforms. 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 of
technical 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 complex
  Genesys Cloud CX
  and
  Genesys Engage
  environments.
• Define scalable, resilient, and secure architectures to support
  high-volume, mission-critical contact centers
  .
• Ensure solutions meet
  business requirements
  while remaining flexible for future expansion and emerging technologies.
• Design and implement advanced
  call routing strategies, IVR flows, AI-driven chatbots, voicebots, and predictive routing
  .
• Customize
  agent desktops, dashboards, and reporting tools
  to align with operational and business KPIs.
• Build and maintain
  customer engagement workflows
  to enhance customer journeys.
• Drive seamless integration of Genesys with
  CRM platforms, Workforce Management tools, and enterprise applications
  .
• Collaborate with DevOps teams to build and maintain
  CI/CD pipelines
  for Genesys environments.
• Manage APIs and web services ensuring
  real-time, reliable data flow
  across business systems.
• Conduct in-depth
  system performance analysis
  to optimize call quality, system responsiveness, and customer experience.
• Leverage
  data analytics and reporting tools
  to identify operational trends, bottlenecks, and opportunities for improvement.
• Ensure platform performance is
  optimized for peak demand periods
  with zero downtime.
• Ensure Genesys solutions comply with
  industry standards, data privacy laws, and enterprise security protocols
  .
• Conduct
  regular audits, vulnerability assessments, and security hardening
  for the Genesys ecosystem.
• Develop and maintain robust
  disaster recovery and business continuity plans
  .
• Act as the
  subject matter expert (SME)
  for Genesys across the enterprise and provide
  technical leadership, mentoring, and knowledge sharing
  to cross-functional teams.
• Serve as the
  final escalation point
  for critical issues, driving root cause analysis and long-term fixes.
• Create and maintain detailed
  system 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 of
  8+ years in Genesys platforms (Genesys Cloud, Genesys Engage, PureConnect, etc.)
  .
• Hands-on expertise in
  Genesys platform architecture, configuration, deployment, and troubleshooting
  .
• Technical Skills:
• Strong programming knowledge in
  Java, Python, or C
  .
• In-depth expertise in
  SIP, VoIP, CTI, and telephony/network technologies
  .
• Proficiency with
  cloud infrastructure (AWS, Azure, GCP)
  and virtualization technologies.
• Experience with
  API integrations, microservices, and containerization (Docker, Kubernetes)
  is a plus.

Good-to-Have (Preferred):

• Genesys Certified Professional (GCP)
  or
  Genesys Certified Expert (GCE)
  .
• Experience in
  AI, ML, Copilot solutions, and advanced analytics
  for customer experience.
• Familiarity with
  Agile / Scrum methodologies
  .
• Experience with
  global contact center rollouts and large-scale enterprise deployments
  .

If you are interested kindly share your updated CV to

or WhatsApp to

Thanks & Regards,

Aruna.M