Project Role : Application Lead
Project Role Description : Lead the effort to design, build and configure applications, acting as the primary point of contact.
Must have skills : Contact Center Technology Implementation
Good to have skills : NA
Minimum 15 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary: We are seeking an experienced Genesys Cloud CX Design and Architecture Engineer to lead the design, architecture, migration and deployment of Genesys Cloud solutions for enterprise-level contact center environments. You will play a critical role in delivering scalable, secure, and high-performance customer experience platforms by leveraging Genesys Cloud CX and integrating it with key enterprise systems. This role is both hands-on and strategic, and will work closely with business stakeholders, cross-functional teams, and clients to deliver cutting-edge contact center solutions. Genesys Cloud CX Design and Architecture Engineer Roles & Responsibilities: • Architect and Design Genesys Cloud CX Solutions: • Lead end-to-end architecture and solution design for Genesys Cloud deployments. • Translate business and functional requirements into scalable and maintainable technical solutions. • Align platform designs with compliance, security, and operational standards. • Implementation and Configuration: • Oversee the technical implementation of Genesys Cloud features including voice, chat, email, SMS, IVR, bots, routing strategies, and WFM. • Configure and manage integrations with third-party platforms (e.g., CRM, ERP, databases). • Platform Leadership and Governance: • Serve as the Subject Matter Expert (SME) for Genesys Cloud CX. • Define and enforce best practices in design, configuration, and deployment. • Participate in platform governance, change management, and solution lifecycle planning. • Mentorship and Collaboration: • Provide guidance, training, and mentoring to internal teams and stakeholders. • Collaborate with cross-functional teams such as security, network, platform engineering, and architecture. • Continuous Improvement: • Stay current with emerging Genesys Cloud features and industry trends. • Proactively recommend and implement improvements to optimize performance and customer experience. • Issue Management and Support: • Troubleshoot complex issues in production and staging environments. • Support escalation processes and provide hands-on technical support when needed. • Documentation and Compliance: • Maintain thorough documentation of architecture, designs, configurations, and change logs. • Ensure all solutions meet regulatory, security, and privacy standards." Professional & Technical Skills: - Mandatory Skill. 1. Proven ability to design, implement, and lead complex Genesys Cloud deployments including voice, IVR, routing, and omnichannel. 2. Hands-on experience integrating Genesys Cloud with CRMs (e.g., Salesforce, MS Dynamics), ERP, and other third-party platforms via APIs and middleware. 3. Ability to translate business requirements into technical designs, and work closely with cross-functional teams and clients. - Good to Have Skill. 1. CI/CD & DevOps Practices – Familiarity with automation pipelines, version control, and deployment tools to streamline configuration and testing. 2. Experience in Regulated Industries (e.g., Finance, Healthcare) – Helpful in ensuring compliance and designing with regulatory standards in mind. 3. Certification : Genesys Cloud Certified Professional • Education: • Bachelor’s degree in Computer Science, Engineering, Telecommunications, or related field, or equivalent work experience. • Experience: • Minimum 20+ years with 20 years of experience in contact center technologies. • At least 4+ years of hands-on experience with Genesys Cloud CX • Proven experience designing and deploying complex contact center solutions. • Migration experience from legacy platforms to Genesys Cloud CX. • Technical Skills: • Strong proficiency in Genesys Cloud Design, Administration, IVR design, call flows, and routing. • Knowledge with APIs, JSON, and JavaScript. • Knowledge of Genesys Workforce Engagement (WEM), Reporting/Analytics, Omnichannel (Chat, Email, SMS), and Bot integration. • Experience integrating with systems like Salesforce, ServiceNow, MS Dynamics, or other enterprise tools / 3rd party applications. • Understanding of SIP, WebRTC, and telephony standards. • Experience with CI/CD pipelines and DevOps practices is a plus. • Certifications: • Preferably Genesys Cloud Certified Professional • Additional certifications in cloud platforms or contact center solutions are a plus. • Soft Skills: • Excellent verbal and written communication skills. • Strong problem-solving skills and attention to detail. • Ability to work independently and in a globally distributed team environment. • Comfortable working in a matrixed organization structure. -Preferred Experience: • Experience in a technical lead or architect role on enterprise-scale contact center projects. • Working knowledge of ITIL processes and Agile/Scrum methodologies. • Experience in Industry vertical such as healthcare, finance, or regulated industries is an advantage Additional Information: - The candidate should have minimum 12 years of experience in Contact Center Technology Implementation. - This position is based at our Bengaluru office. - A 15 years full time education is required.15 years full time education

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