Genesys Cloud CX Architect

We are seeking an experienced Genesys Cloud CX Architect to design, develop, configure and maintain customer experience and contact center solutions using the Genesys Cloud CX platform. This role involves building Architect flows, integrating systems, configuring routing strategies and ensuring optimal platform performance to support business objectives.

Responsibilities
• Design, develop and enhance IVR/IVA flows using Genesys Architect
• Build and optimize call routing strategies, queues, skills, schedules and user configurations
• Development of bots using Genesys Dialog Engine (NLU/NLP) for voice and digital channels
• Creation of automation workflows using Genesys Cloud APIs, web services and 3rd-party integrations
• Configure telephony components including SIP trunks, DID routing, Edge settings and station setups
• Enable, configure and support digital channels such as chat, email, messaging and social media
• Deployment of new features, enhancements and platform updates as part of continuous improvement
• Integration of Genesys Cloud CX with external systems such as CRM, ticketing and authentication systems
• Utilization of REST APIs, webhooks and event streams for custom use cases
• Monitor performance, call flows, interaction paths and platform health
• Root-cause analysis of call failures, routing issues and telephony problems, providing L2/L3 technical support and collaborating with Genesys Care for escalations
• Creation of dashboards and custom reports using Genesys Analytics, analyzing KPIs such as SLA, AHT, abandon rate and agent performance
• Management of user roles, permissions and access control while ensuring SSO, data privacy and compliance standards
• Documentation of configurations, flows, integrations and release changes in collaboration with CX, IT, development, WFM and business teams

Requirements
• 10-12 years of experience in software development, with 3-6+ years in Genesys Cloud CX engineering or development
• Expertise in Architect flow design covering call flows, IVRs and bots
• Proficiency in routing strategies including ACD, skills, preferred agent and bullseye
• Knowledge of telephony including SIP, trunks and call control
• Skills in digital channels such as chat, email and messaging
• Background in REST APIs, JSON and web services
• Familiarity with OAuth and SSO/IdP integrations such as Azure AD, Okta and Ping
• Understanding of cloud networking basics with AWS or Azure preferred
• Strong problem-solving and analytical thinking
• Excellent communication skills for technical and business audiences
• Capability to work in fast-paced, agile environments
• Genesys Cloud CX Certified Professional (GCX-P)
• Genesys Cloud Architect Certification
• ITIL Foundation
• Advanced proficiency in English (C1+)

Nice to have
• Experience with AI-powered bots, sentiment analysis and speech analytics
• Experience with contact center migrations such as Avaya, Cisco and Genesys Engage to Cloud CX
• Familiarity with scripting such as Python, PowerShell and JavaScript

We offer
• We gather like-minded people:Engineering community of industry professionals
• Friendly team and enjoyable working environment
• Flexible schedule and opportunity to work remotely within Poland
• Chance to work abroad for up to 60 days annually
• Business-driven relocation opportunities
• We provide growth opportunities:Outstanding career roadmap
• Leadership development, career advising, soft skills, and well-being programs
• Certification (GCP, Azure, AWS)
• Unlimited access to LinkedIn Learning, Get Abstract, Cloud Guru
• English classes
• We cover it all:Stable income (Employment Contract or B2B)
• Participation in the Employee Stock Purchase Plan
• Benefits package (health insurance, multisport, shopping vouchers)
• Strategically located offices featuring entertainment and relaxation zones, table tennis and football, free snacks, fantastic coffee, and more
• Referral bonuses
• Corporate, social and well-being events
• Please, note:The set of bonuses might vary based on the role you apply for – specifics will be discussed with our recruiter during the general interview.
• We will reach out to selected candidates exclusively.
EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.