Genesys Architect
2 days ago
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
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