Genesys Solution Architect

Role: Genesys Solution Architect

Duration: 6-9 Months

Location: 100% Remote PST

Role Summary:
We are seeking a Genesys Solution Architect to lead the design and implementation of cloud-based contact center solutions integrating Genesys Cloud CX with SAP C4C (Cloud for Customer) and modern Agent Desktop experiences.
The role focuses on delivering scalable, omnichannel customer engagement platforms with seamless CRM integration.



Key Responsibilities
• rchitecture & Solution Design
• Design end-to-end Genesys Cloud CX architecture (IVR, ACD, routing, digital channels)
• Develop integration architecture between Genesys and SAP C4C
• Define omnichannel interaction flows (voice, chat, email, messaging)
• Genesys Architect is used to design inbound/outbound interaction flows and routing logic
• Create scalable, secure, and high-availability designs for enterprise contact centers



Integration (Critical for your need)
• Lead CTI integration between Genesys and SAP C4C
• Screen pop
• Click-to-call
• Interaction history sync
• Build integrations using:
• REST APIs / Web services
• Ensure seamless agent experience inside CRM
• SAP + Genesys integration enables agents to handle calls/chat directly within CRM UI
• gent Desktop & Experience
• Design and configure Genesys Agent Desktop / Workspace

Customize:
• gent UI components
• Call controls, scripts, knowledge integration
• Enable unified desktop experience with SAP C4C
• Support:
• Voice, chat, email interactions
• gent Desktop supports multi-channel interactions including voice, chat, and email
• Implementation & Delivery

Configure:
• IVR flows (Genesys Architect)
• Queues, routing, skills-based routing
• Workforce engagement (WFM, QM)
• Lead end-to-end deployment and migration (on-prem → cloud)
• Define best practices, reusable components, and standards
• Stakeholder & Governance

Work with:
• Business stakeholders (CX teams)
• SAP functional teams
• Infrastructure & network teams
• Translate business requirements into technical architecture
• Support RFPs, solutioning, and client presentations