Job Description
Job DescriptionGenesys Cloud CX and Architect
Location: Louisville KY (Remote is also Fine)
Rate: $ 70/hr c2c
Must-Have:
- Strong hands-on experience with Genesys Cloud CX and Architect
- IVR, ACD, queue and skills-based call routing
- Experience designing complex inbound/in-queue flows and routing logic
- Genesys Data Actions and REST API integrations, JSON, OAuth, Postman
- Strong understanding of Architect expressions, variables, conditions and error handling
- Enterprise contact-center/IVR implementation experience
Preferred / Value-Add:
- Eligible to workP experience, particularly Cloud Functions/Cloud Run
- Python and/or Node.js
- Apigee, Postman and Swagger/OpenAPI
- Git, CI/CD and production troubleshooting
- Experience migrating or simplifying Eligible to workP-based IVR/routing solutions into Genesys Cloud
- Genesys Cloud certification is a plus
Lead/Solution Architect, Senior Genesys Cloud Engineers, Integration Engineer , with QA responsibilities incorporated into the engineering team or an additional QA resource.
The key hiring criterion should be deep Genesys Cloud Architect, IVR and call-routing expertise . Eligible to workP, Python and Node.js should be treated as differentiators rather than mandatory skills.
Detailed breakdown of skills
1. Genesys Cloud CX
- Strong hands-on experience with Genesys Cloud CX
- Genesys Cloud Architect
- Inbound Call Flows
- In-Queue Flows
- Transfer and Disconnect flows
- IVR design and implementation
- ACD configuration
- Queue configuration
- Skills-based routing
- Priority-based routing
- Bullseye/alternative routing
- Queue and agent routing configuration
- Business hours, schedules and holidays
- Call treatment and error handling
- DTMF and voice interactions
- Callback and transfer scenarios
2. Genesys Architect Advanced
Experience developing complex Architect flows involving:
- Conditional routing
- Complex decision logic
- Variables and collections
- Architect expressions
- Call attributes
- ANI/DNIS-based routing
- Customer/member attributes
- Product/service-based routing
- Language-based routing
- Authentication-aware routing
- Queue selection
- Priority management
- Business-rule-based routing
- Overflow and fallback routing
- Exception handling
- Reusable flow components
Candidates should be able to Consultantly troubleshoot and Eligible to workimize existing Architect flows.
3. IVR & Call Routing
Strong understanding of enterprise contact-center routing concepts, including:
- IVR call flows
- ACD
- Skills-based routing
- Queue-based routing
- Priority routing
- Language routing
- Customer segmentation
- Agent skills
- Queue capacity
- Service levels
- Overflow routing
- After-hours routing
- Alternate/fallback routing
- Business-rule-driven routing
The candidate should be able to translate business requirements into an efficient Genesys Cloud routing design.
4. Genesys Data Actions & API Integration
Strong experience with:
- Genesys Cloud Data Actions
- REST APIs
- JSON
- HTTP/HTTPS
- API authentication
- OAuth 2.0
- API request/response handling
- Error and timeout handling
- External system lookups
- Routing decisions based on API responses