Genesys Cloud Architect

Job Description

Job Description

Request ID: 111353-1
Job Title: Senior Telephony / Genesys Cloud Architect
Location: Frederick, Maryland
Duration: 6 months
Pay Range: $55-58/Hour on W2/C2C (All Inclusive)

Role Descriptions:
We are seeking an experienced Telephony Architect with deep expertise in the Genesys Cloud CX platform. In this role| you will lead the design| implementation| and optimization of our enterprise voice| routing| and contact center architecture. You will bridge the gap between business needs and technical execution| ensuring high availability| superior call quality| and seamless integrations with cloud ecosystems.

Key Responsibilities:
Architecture & Design: Design scalable| secure| and resilient inbound/outbound voice solutions| Session Border Controller (Client) configurations| and SIP trunking architectures within CCaaS (Contact Center as a Service) environments.

Genesys Platform Management: Lead the configuration and optimization of the Genesys Cloud CX Platform| including advanced routing strategies| Architect flows| IVR development| and queue management.

System Integrations: Oversee API integrations| web services| and middleware connecting Genesys with enterprise platforms like Salesforce| ServiceNow| and Client Dynamics.

AI & Omnichannel Strategy: Implement AI-driven capabilities such as conversational bots| Natural Language Processing (NLP)| and Dialog Engine| alongside digital channels (chat| email| messaging).

Performance & Quality Tuning: Monitor contact center metrics| perform capacity planning| handle load testing| and ensure strict Quality of Service (QoS) for voice traffic.

Leadership & Governance: Establish architectural standards| mentor engineering teams| and collaborate with cross-functional stakeholders to translate business goals into technical roadmaps.

Required Qualifications:
Bachelors degree in Computer Science| Telecommunications| Information Technology| or a related field (or equivalent practical experience)

Experience:
7-10+ years of overall IT experience| with at least 45 years focused specifically on contact center architecture and Genesys Cloud / PureCloud implementation.

Technical Expertise:
Deep understanding of telephony protocols (SIP| RTP| VoIP| WebRTC)| QoS/CoS network designs| and carrier interconnections (SIP trunking).oHands-on experience with cloud environments (Azure)
Proficiency with REST APIs| JSON| and webhooks for third-party integrations.

Certifications: Genesys Cloud Certified Professional| Architect| or Developer credentials are a strong plus.

Soft Skills: Excellent communication abilities to explain complex technical concepts to non-technical business leaders.

Top 3 Required Skills:
• Genesys Cloud CX (PureCloud) Architecture & Administration
• SIP, VoIP, RTP, Client, and SIP Trunking Expertise
• REST API, JSON, Webhooks, and Enterprise Integrations

Top 3 Preferred Skills:
• Azure Cloud Platform Experience
• AI/NLP, Conversational Bots, and Omnichannel Contact Center Solutions
• Salesforce, ServiceNow, or Client Dynamics Integrations

Years of Experience:
• 7-10+ years of overall IT experience
• 4-5+ years of Genesys Cloud/Contact Center Architecture experience