Genesys Cloud Architect / Developer

Role: Genesys Cloud Architect / Developer

Location: Pittsburgh, PA (Remote)

Type: Contract

Position Summary

• We are seeking an experienced Genesys Cloud Architect / Developer to support the design, development, integration, and deployment of voice and customer engagement solutions as part of a Genesys Cloud migration initiative.
• The ideal candidate will have strong hands-on expertise in Genesys Cloud Architect, Salesforce integration, CX Cloud for Salesforce, CTI Connector products, APIs, screen-pop functionality, analytics, and Workforce Management (WFM).
• The role will work closely with business stakeholders, contact center teams, Salesforce teams, integration developers, and infrastructure teams to gather requirements, design call flows, develop integrations, troubleshoot complex technical issues, and successfully deliver the migration within aggressive project timelines.

Key Responsibilities:

Genesys Cloud Architecture & Development

• Gather and analyze business, functional, and technical requirements for Genesys Cloud solutions.
• Design, develop, configure, test, and deploy voice solutions using Genesys Cloud.
• Build and configure inbound and outbound customer interaction workflows using Genesys Cloud Architect.
• Design and document detailed call flows, routing strategies, IVR workflows, queues, prompts, and interaction handling processes.
• Configure and optimize Genesys Cloud capabilities based on business and contact center requirements.
• Support migration of existing contact center capabilities to the Genesys Cloud platform.

Salesforce & CTI Integration

• Design and implement integration between Genesys Cloud and Salesforce.com.
• Configure and support CX Cloud for Salesforce and CTI Connector capabilities.
• Enable and optimize call-to-case and email-to-case functionality within Salesforce.
• Implement screen-pop functionality to provide agents with relevant customer and case information during interactions.
• Configure interaction routing and data synchronization between Genesys Cloud and Salesforce.
• Troubleshoot CTI, screen-pop, routing, and Salesforce integration issues.

API Integration & Custom Development

• Design and develop custom APIs and integration services to connect Genesys Cloud with Salesforce and other enterprise applications.
• Work with Genesys Cloud APIs and Salesforce APIs to support custom integration requirements.
• Develop secure, scalable, and reusable integration components.
• Troubleshoot API failures, authentication issues, data-mapping problems, and integration performance issues.
• Follow enterprise development, security, integration, and API-management standards.

Analytics & Reporting

• Configure and support Genesys Cloud out-of-the-box analytics and reporting capabilities.
• Design and develop custom analytics solutions where standard capabilities do not meet business requirements.
• Support operational reporting related to interactions, agents, queues, service levels, customer experience, and contact center performance.
• Work with business stakeholders to define reporting requirements and key contact center performance metrics.

Workforce Management

• Configure and support Genesys Cloud Workforce Management (WFM) capabilities.
• Support forecasting, scheduling, workforce planning, and adherence-related requirements.
• Work with contact center operations teams to ensure WFM capabilities align with operational requirements.

Testing, Deployment & Troubleshooting

• Support unit testing, integration testing, UAT, deployment, and production validation.
• Troubleshoot complex technical issues across Genesys Cloud, Salesforce, CTI, APIs, call routing, voice, screen-pop, analytics, and WFM.
• Perform root-cause analysis and implement sustainable solutions for production issues.
• Support cutover and migration activities with minimal disruption to contact center operations.
• Produce and maintain solution design documents, call-flow documentation, integration specifications, configuration documentation, and operational support procedures.
• Work effectively under tight project timelines and take ownership of assigned deliverables through completion.

Required Skills & Experience

• 5+ years of hands-on experience with Genesys Cloud Architect, including designing and developing voice and interaction-routing solutions.
• Strong experience with Genesys Cloud CX and contact center migration/implementation projects.
• 3+ years of experience with API integration and custom development.
• 5+ years of experience with CX Cloud for Salesforce and CTI Connector products.
• 5+ years of experience implementing screen-pop functionality within contact center/Salesforce environments.
• 5+ years of experience with out-of-the-box and custom analytics capabilities.
• 5+ years of experience with Workforce Management (WFM) solutions.
• Strong experience integrating Genesys Cloud with Salesforce.com.
• Experience implementing call-to-case and email-to-case functionality.
• Strong understanding of call flows, IVR, routing, queues, interaction handling, and contact center architecture.
• Experience designing and developing custom APIs for enterprise integrations.
• Strong troubleshooting and root-cause-analysis skills.
• Ability to create clear technical documentation, including call flows, integration specifications, and solution designs.
• Strong communication and stakeholder-management skills.
• Proven ability to independently deliver technical solutions and operate effectively under aggressive/tight project timelines.

Preferred Qualifications

• Experience leading or contributing to large-scale Genesys Cloud migration or contact center transformation programs.
• Genesys Cloud certifications are preferred.
• Salesforce and/or Salesforce Service Cloud experience or certifications are advantageous.
• Experience with enterprise CRM, customer service, and omnichannel contact center environments.
• Knowledge of security, authentication, API management, and enterprise integration best practices.