=============================== POSTING ======================================

We are looking for a Genesys Cloud CX Architect with strong hands-on experience in contact center migration, configuration, and support. The ideal candidate will lead Genesys Cloud implementations, integrations, and Tier 3 operational support while working closely with customer service teams and stakeholders.

Key Skills & Responsibilities

• Lead migration and implementation of Genesys Cloud CX
• Design and configure call flows, IVR, routing, queues, roles, and permissions
• Integrate Genesys APIs with CRMs (Salesforce or similar)
• Provide Tier 3 support, incident resolution, and release management
• Monitor performance, capacity, and availability
• Participate in change management, incident management, and daily operations
• Coordinate with vendors, PSTN providers, and OEMs during outages
• Support multi-channel and omni-channel contact center solutions

• Hands-on experience with Genesys Cloud CX / Engage
• Strong knowledge of Genesys Architect, IVR, Omni-channel routing
• Experience with contact center operations & customer service workflows
• Genesys Cloud administration and infrastructure knowledge (BYOC, SIP, APIs, etc.)
• Excellent communication and documentation skills
• Flexibility to work NA shifts and multiple time zones

Certifications:

• GCP Mandatory
• ITIL Foundation Preferred

For immediate consideration, please contact:

Arun
PRIMUS Global Services
Phone:(972) 945-5693
Email: