Cepoch, multi-national company, is looking for a Senior Genesys IVR Architect with 5+ years of experience in designing, developing, and implementing enterprise-grade IVR and voice automation solutions.

Immediate joiners only Second shift hours Remote

This is an architect role, not a Genesys administrator or application developer position. The ideal candidate should have strong hands-on experience with IVR architecture, supporting a large, multi-brand Genesys Cloud CX deployment, call flows, telephony integrations, APIs, and cloud/contact-center platforms.

Mandatory Experience

- 3+ years of hands-on Genesys Cloud CX experience, with solid expertise in Architect flows and ACD routing.
- 5+ years of Contact Center
- Solid grounding in contact-centre fundamentals: IVR, bots, WFM interplay, and the metrics that actually matter — service level, ASA, EWT, transfer rate.
- Has run UAT and defect triage before, and determine functional and architectural defects.
- Worked inside Jira- and ServiceNow-based delivery and change processes.

Desired Experience

- Experience migrating legacy contact-centre platforms, such as Avaya, to Genesys Cloud.
- Comfortable with Genesys API and CX-as code (Terraform, Archy, or similar), not only the admin console.
- Experience designing conversational AI or chatbot flows end to end, CCaaS AI tools, including intent handling, fallback, escalation, and agent handoff.
- Vendor delivery experience — writing requirement packs, scoping SOWs, and validating partner deliverables against acceptance criteria.
- Background in a large, multi-brand consumer environment — travel, hospitality, retail, or similar — where one platform supports several brand experiences.
- Genesys Cloud certification is highly desired.

Key Responsibilities

- Own the technical architecture for Genesys Cloud customer interactions — voice, IVR, bots, agent routing, and connected systems.
- Define the standards for how Architect flows, ACD routing, queues,



skills, and data tables get built, so solutions stay consistent as the platform grows.
- Shape conversational and IVR journeys end to end: intent handling, fallback logic, escalation paths, and the handoff to a live agent.
- Develop queue and skill strategies with WFM impact, service levels, and reporting in view — not routing logic designed in isolation.
- Review and approve proposed platform changes for architectural fit.
- Architect Genesys integration with — CRM, AI agent-assist, conversational IVR, and other enterprise data sources — including the APIs, data actions, and authentication patterns underneath.
- Push platform delivery toward automation: codified configuration, version control, and CI/CD rather than manual, undocumented changes.
- Keep architecture decisions, diagrams, and standards documented and current, not just correct at the moment they were written.
- Translate stakeholder intent into blueprints engineering can build from, flagging early where a requirement conflicts with platform standards.
- Contribute to requirements discovery and specifications where the business case and the technical design are tightly coupled.

Pay: ₹1,200,000.00 - ₹2,500,000.00 per year

Application Question(s)

- How many years of hands-on experience do you have in IVR/Voice Architecture, and which IVR/contact-center platforms have you worked with?
- Have you independently designed complex IVR call flows and architectures? Please describe one enterprise IVR project you architected.
- Have you integrated IVR/voice platforms with REST APIs, CRM, databases, or backend systems? Which technologies/platforms did you use?
- Are you comfortable working remotely in US hours and directly collaborating with US-based clients/stakeholders? What is your current notice period?
- What is your current CTC and expected CTC and notice period. - MUST Answer to be considered.

Experience:
- IT: 5 years (Required)
- Genesys Architect: 3 years (Required)

Work Location: Remote

📌 Sr Genesys Cloud Architect (India)
🏢 Cepoch
📍 India