Genesys Cloud Engineer

KPG99 INC is seeking a Genesys Cloud Engineer/Architect to lead the architecture and solution design for contact center transformations. The role involves designing omnichannel customer experience solutions, mentoring teams, and ensuring compliance and governance standards are met.

Responsibilities:

• Lead end-to-end architecture and solution design
• Conduct discovery workshops and requirements gathering
• Define contact center transformation roadmaps
• Design omnichannel customer experience solutions
• Create architecture diagrams, integration patterns, and deployment strategies
• Define routing strategies, reporting frameworks, and operational processes
• Architect integrations with CRM platforms, Workforce Management systems, ERP systems, payment solutions, and AI/Bot platforms
• Lead migration programs from Cisco UCCE/PCCE, Cisco UCCX, Avaya, NICE CXone, Five9, and Amazon Connect
• Establish security, compliance, and governance standards
• Provide executive-level technical presentations
• Lead solution reviews and technical risk assessments
• Mentor engineering and development teams
• Design and develop complex Architect workflows and IVR applications
• Develop custom integrations using Genesys Cloud APIs
• Build middleware services and microservices
• Design secure API integrations with external systems
• Lead technical design sessions and code reviews
• Mentor junior developers
• Optimize routing, automation, and customer experience workflows
• Participate in production support and root cause analysis

Requirements:

• 8+ years of Contact Center/CCaaS experience
• 5+ years of Genesys platform experience
• 3+ years of Genesys Cloud CX architecture experience
• Deep knowledge of Voice Routing, Digital Channels, Architect, Data Actions, APIs, Workforce Engagement Management, Analytics and Reporting, and BYOC/SIP architecture
• Strong understanding of cloud architecture principles
• 5+ years of software development experience
• 3+ years of Genesys Cloud CX development experience
• Strong experience with JavaScript/TypeScript, Node.js, REST APIs, JSON, OAuth 2.0, and Webhooks
• Experience with cloud-native architectures
• Strong debugging and performance optimization skills
• Genesys Cloud Certified Professional Architect
• Experience with AWS cloud services
• Experience in Public Sector, Healthcare, Financial Services, or Tolling industries
• PMP, TOGAF, or equivalent architecture certifications
• Genesys Cloud Developer Certification
• Experience with AWS Lambda, API Gateway, and DynamoDB
• Experience integrating Salesforce, ServiceNow, Microsoft Dynamics, payment gateways, and AI/Bot platforms