Genesys Cloud CX Architect

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NieokreśloneHybryda·WrocławFull-time

#382894·Dodano 4 miesiące temu·4

Źródło: EPAM Systems

Tech Stack / Keywords

EPAM is a leading global provider of digital platform engineering and development services.

10-12 years of experience in software development, with 3-6+ years in Genesys Cloud CX engineering or development
Expertise in Architect flow design covering call flows, IVRs and bots
Proficiency in routing strategies including ACD, skills, preferred agent and bullseye
Knowledge of telephony including SIP, trunks and call control
Skills in digital channels such as chat, email and messaging
Background in REST APIs, JSON and web services
Familiarity with OAuth and SSO/IdP integrations such as Azure AD, Okta and Ping
Understanding of cloud networking basics with AWS or Azure preferred
Strong problem-solving and analytical thinking
Excellent communication skills for technical and business audiences
Capability to work in fast-paced, agile environments
Genesys Cloud CX Certified Professional (GCX-P)
Genesys Cloud Architect Certification
ITIL Foundation
Advanced proficiency in English (C1+)

Nice to have:

Experience with AI-powered bots, sentiment analysis and speech analytics
Experience with contact center migrations such as Avaya, Cisco and Genesys Engage to Cloud CX
Familiarity with scripting such as Python, PowerShell and JavaScript

Design, develop and enhance IVR/IVA flows using Genesys Architect
Build and optimize call routing strategies, queues, skills, schedules and user configurations
Develop bots using Genesys Dialog Engine (NLU/NLP) for voice and digital channels
Create automation workflows using Genesys Cloud APIs, web services and 3rd-party integrations
Configure telephony components including SIP trunks, DID routing, Edge settings and station setups
Enable, configure and support digital channels such as chat, email, messaging and social media
Deploy new features, enhancements and platform updates as part of continuous improvement
Integrate Genesys Cloud CX with external systems such as CRM, ticketing and authentication systems
Use REST APIs, webhooks and event streams for custom use cases
Monitor performance, call flows, interaction paths and platform health
Perform root-cause analysis of call failures, routing issues and telephony problems, providing L2/L3 technical support and collaborating with Genesys Care for escalations
Create dashboards and custom reports using Genesys Analytics, analyzing KPIs such as SLA, AHT, abandon rate and agent performance
Manage user roles, permissions and access control while ensuring SSO, data privacy and compliance standards
Document configurations, flows, integrations and release changes in collaboration with CX, IT, development, WFM and business teams

Flexible schedule and opportunity to work remotely within Poland
Chance to work abroad for up to 60 days annually
Business-driven relocation opportunities
Outstanding career roadmap
Leadership development, career advising, soft skills, and well-being programs
Certification (GCP, Azure, AWS)
Unlimited access to LinkedIn Learning, Get Abstract, Cloud Guru
English classes
Stable income (Employment Contract or B2B)
Participation in the Employee Stock Purchase Plan
Benefits package (health insurance, multisport, shopping vouchers)
Strategically located offices featuring entertainment and relaxation zones, table tennis and football, free snacks, fantastic coffee
Referral bonuses
Corporate, social and well-being events

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EPAM Systems

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