- Company Name
- Artmac
- Job Title
- Genesys & Salesforce Contact Center Architect
- Job Description
-
**Job Title**
Genesys & Salesforce Contact Center Architect
**Role Summary**
Lead the design, integration, and optimization of Genesys contact center solutions in partnership with Salesforce and other enterprise applications. Drive the end‑to‑end architecture, ensuring reliable, scalable, and high‑performance workflows across voice, chat, and multichannel channels.
**Expectations**
- 10+ years of experience architecting and deploying enterprise contact center platforms.
- Proven expertise in Genesys GVP, Genesys Cloud, and Genesys 8.x Framework.
- Deep knowledge of SIP, VoIP, CTI, and cloud telephony/CCaaS environments.
- Experience building IVR/voice applications with Nuance Speech Server.
- Strong API and web services development skills (REST/SOAP).
- Hands‑on integration with Salesforce, Remedy, and other third‑party systems.
- Ability to implement DevOps practices for continuous delivery and automation.
- Excellent troubleshooting, problem‑solving, and performance tuning capabilities.
**Key Responsibilities**
1. Design and implement Genesys contact center architecture that integrates seamlessly with Salesforce and other mission‑critical applications.
2. Develop and maintain IVR applications using Genesys GVP and Nuance Speech/Dialogue modules.
3. Configure and deploy Genesys 8.x Framework components: CIM, SIP servers, Multi‑Channel Routing, Web Chat, and Workspace.
4. Create web services and APIs to support IVR and contact center functionality, ensuring robust security and scalability.
5. Manage routing strategies, historical reporting, and analytics to optimize call center operations.
6. Lead troubleshooting and root‑cause analysis for service uptime and performance issues.
7. Collaborate with stakeholders (operations, business analysts, developers) to refine routing, IVR flows, and integrations.
8. Implement DevOps pipelines for automated deployment, configuration, and monitoring of Genesys and associated services.
9. Provide technical leadership during architecture reviews, capacity planning, and post‑implementation support.
**Required Skills**
- Genesys GVP / Genesys Cloud / Genesys 8.x Framework architecture
- Nuance Speech Server & Dialog module development
- SIP, VoIP, CTI, and SIP server configuration
- Web services development (REST, SOAP), JSON, XML
- Salesforce integration (API, outbound messaging, Apex, Lightning)
- Remedy or similar ITSM integration experience
- Cloud telephony and CCaaS platforms (e.g., Amazon Connect, Twilio Flex)
- DevOps: CI/CD, Terraform/Ansible, Docker, Kubernetes (preferred)
- SQL/Oracle/SQL Server for reporting and data integration
- Strong analytical, problem‑solving, and documentation skills
**Required Education & Certifications**
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent experience.
- Certifications:
- Genesys Certified Architect (preferred)
- Salesforce Certified Integration Architecture Designer or Platform Developer (preferred)
- Cisco Certified Network Associate (CCNA) or equivalent in VoIP/SIP (preferred)
*(All qualifications are globally applicable and do not require location‑specific credentials.)*