Concentrix is a global leader in customer experience solutions, dedicated to helping companies enhance their interactions with customers. We partner with businesses to deliver personalized, data-driven services that elevate customer satisfaction and drive growth. With a presence in over 40 countries and a team of over 300,000 employees, Concentrix empowers brands across a wide range of industries including technology, healthcare, retail, and financial services.Our mission is to redefine the customer experience by combining innovative technologies, deep industry expertise, and a passion for service excellence. At Concentrix, we focus on building meaningful relationships and providing exceptional value to both our clients and their customers.We are seeking an experienced Genesys Cloud Architect to design, implement, and optimize robust and scalable solutions on the Genesys Cloud CX platform. The ideal candidate will lead the architecture of contact center solutions, integrating them with business processes, third-party systems, and emerging technologies to deliver exceptional customer experiences.Key Duties and ResponsibilitiesDesign end-to-end architecture for Genesys Cloud solutions, including IVR workflows, call routing, omnichannel interactions (voice, email, chat, SMS), and self-service solutions.Translate business requirements into technical specifications and scalable designs.Define architecture standards, guidelines, and best practices for Genesys Cloud implementations.Configure Genesys Cloud components such as queues, skills, routing strategies, and business hours.Build advanced IVR flows using Genesys Architect, including integrations with third-party systems (e.g., CRMs, databases).Design and implement integrations with CRM platforms (e.g., Salesforce, Microsoft Dynamics), WFM tools, and analytics platforms.Develop APIs and web services for seamless data exchange between Genesys Cloud and other enterprise systems.Automate repetitive tasks and processes using Genesys Cloud APIs, AWS Lambda, or other scripting tools.Having sound knowledge Agent ScriptingTroubleshoot and resolve complex technical issues related to Genesys Cloud configurations or integrations..Document architecture designs, configurations, and workflows for future reference.Enforce security and compliance standards within the Genesys Cloud environment.Provide training and knowledge transfer to support teams and administrators.Qualifications and Experience RequiredBachelor's degree in Computer Science, Engineering, or a related field.5+ years of experience in contact center technology, with 2+ years in Genesys Cloud CX/GC3.Proficiency in designing IVR workflows, call routing, and omnichannel solutions.Experience with API integrations (REST, SOAP) and webhooks.Strong knowledge of telephony concepts (SIP, RTP, QoS) and networking principles.Familiarity with cloud platforms and database (e.g., AWS, Azure) and scripting tools (e.g., Python, PowerShell).Excellent communication skills and the ability to convey complex technical concepts to non-technical stakeholders.Strong interpersonal and leadership abilities which can execute effective negotiation and team management skill.Genesys Cloud certifications (e.g., Genesys Cloud Certified Professional – Architect or Developer).We believe in creating an inclusive and supportive work environment where our employees are encouraged to grow, innovate, and thrive. As part of our team, you will be part of a forward-thinking organization that is transforming the customer experience landscape and driving real, measurable business results.Join us, and be part of a dynamic company that is shaping the future of customer engagement.
Job Title
Concentrix | Genesys Cloud Architect