Genesys Cloud CX Architect

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