Project Role Application Lead Project Role Description Lead the effort to design build and configure applications acting as the primary point of contact Must have skills Genesys Cloud CX Good to have skills NA Minimum 15 year s of experience is required Educational Qualification 15 years full time education Summary We are seeking an experienced Genesys Cloud CX Design and Architecture Engineer to lead the design architecture migration and deployment of Genesys Cloud solutions for enterprise-level contact center environments You will play a critical role in delivering scalable secure and high-performance customer experience platforms by leveraging Genesys Cloud CX and integrating it with key enterprise systems This role is both hands-on and strategic and will work closely with business stakeholders cross-functional teams and clients to deliver cutting-edge contact center solutions Roles Responsibilities o Architect and Design Genesys Cloud CX Solutions o Lead end-to-end architecture and solution design for Genesys Cloud deployments o Translate business and functional requirements into scalable and maintainable technical solutions o Align platform designs with compliance security and operational standards o Implementation and Configuration o Oversee the technical implementation of Genesys Cloud features including voice chat email SMS IVR bots routing strategies and WFM o Configure and manage integrations with third-party platforms e g CRM ERP databases o Platform Leadership and Governance o Serve as the Subject Matter Expert SME for Genesys Cloud CX o Define and enforce best practices in design configuration and deployment o Participate in platform governance change management and solution lifecycle planning o Mentorship and Collaboration o Provide guidance training and mentoring to internal teams and stakeholders o Collaborate with cross-functional teams such as security network platform engineering and architecture o Continuous Improvement o Stay current with emerging Genesys Cloud features and industry trends o Proactively recommend and implement improvements to optimize performance and customer experience o Issue Management and Support o Troubleshoot complex issues in production and staging environments o Support escalation processes and provide hands-on technical support when needed o Documentation and Compliance o Maintain thorough documentation of architecture designs configurations and change logs o Ensure all solutions meet regulatory security and privacy standards Professional Technical Skills - Experience o Minimum 20 years of experience in contact center technologies o At least 4 years of hands-on experience with Genesys Cloud CX o Proven experience designing and deploying complex contact center solutions o Migration experience from legacy platforms to Genesys Cloud CX - Technical Skills o Strong proficiency in Genesys Cloud Design Administration IVR design call flows and routing o Knowledge with APIs JSON and JavaScript o Knowledge of Genesys Workforce Engagement WEM Reporting Analytics Omnichannel Chat Email SMS and Bot integration o Experience integrating with systems like Salesforce ServiceNow MS Dynamics or other enterprise tools 3rd party applications o Understanding of SIP WebRTC and telephony standards o Experience with CI CD pipelines and DevOps practices is a plus o Certifications o Preferably Genesys Cloud Certified Skilled o Additional certifications in cloud platforms or contact center solutions are a plus -Soft Skills o Excellent verbal and written communication skills o Strong problem-solving skills and attention to detail o Ability to work independently and in a globally distributed team environment o Comfortable working in a matrixed organization structure - Mandatory Skill 1 Proven ability to design implement and lead complex Genesys Cloud deployments including voice IVR routing and omnichannel 2 Hands-on experience integrating Genesys Cloud with CRMs e g Salesforce MS Dynamics ERP and other third-party platforms via APIs and middleware 3 Ability to translate business requirements into technical designs and work closely with cross-functional teams and clients - Good to Have Skills 1 CI CD DevOps Practices - Familiarity with automation pipelines version control and deployment tools to streamline configuration and testing 2 Experience in Regulated Industries e g Finance Healthcare - Helpful in ensuring compliance and designing with regulatory standards in mind 3 Certification - Genesys Cloud Certified Professional Additional Information - The candidate should have minimum 20 years with 4 of experience in Genesys Cloud CX - Bachelor s degree in Computer Science Engineering Telecommunications or related field or equivalent work experience - A 15 years full time education is required 15 years full time education

📌 Application Lead (Karnataka)
🏢 Accenture
📍 Karnataka