Genesys Cloud Architect

Stack

Responsibilities

• ▹Lead the end-to-end architecture and design of Genesys Cloud CX solutions
• ▹Translate business requirements into scalable, secure, and high-performing technical designs
• ▹Define and drive the technical roadmap for contact center and CX platforms
• ▹Collaborate with enterprise architects and other technology teams to ensure seamless integration across systems
• ▹Provide hands-on technical leadership across solution design, development, testing, and deployment phases
• ▹Guide and mentor engineering teams, ensuring best practices and architectural standards are followed
• ▹Oversee integrations with third-party systems such as CRM, WFM, and analytics platforms
• ▹Ensure solutions meet security, compliance, and performance requirements
• ▹Stay current with Genesys Cloud capabilities and CX industry trends, driving continuous innovation

Requirements

• ▹7+ years of experience in contact center technologies, with strong expertise in Genesys Cloud CX solutions
• ▹Proven experience in designing and delivering large-scale cloud contact center solutions
• ▹Strong knowledge of: IVR, call flows, and routing strategies; Omnichannel solutions (voice, chat, email, messaging); Workforce Management (WFM), call recording, and analytics; AI/ML capabilities
• ▹Hands-on experience with API integrations (REST/SOAP) and microservices architecture
• ▹Experience integrating Genesys Cloud CX with CRM platforms such as Salesforce, Microsoft Dynamics, or ServiceNow
• ▹Strong background in infrastructure planning, solution design, deployment, and lifecycle management, ensuring high availability and performance
• ▹Solid understanding of business processes and their alignment with customer experience technologies
• ▹Deep knowledge of SIP infrastructure, including SIP protocol, Session Border Controllers (SBCs), and load balancing approaches

About the company

Miratech helps visionaries change the world. It is a global IT services and consulting company that brings together enterprise and start-up innovation, supporting digital transformation for some of the world's largest enterprises. As a values-driven organization, its culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding scope, schedule, and/or budget objectives since its inception in 1989. Miratech has coverage across 5 continents, operates in over 25 countries, retains nearly 1000 full-time professionals, and its annual growth rate exceeds 25%.