Job Summary

Genesys Cloud CX Solution Architect

Key Responsibilities

- Own the end-to-end solution architecture and design for the Enterprise Contact Center on Genesys Cloud CX, covering the core platform, agent experience, and service delivery model.
- Design and govern edge server connectivity and the PSTN connectivity concept, ensuring resilient voice paths and clean interworking with the enterprise telephony SBC layer (Ribbon / AudioCodes).
- Architect omnichannel communication — voice, email, chat, and messaging — including routing strategies, IVR/IVA flows, queues, and priority handling.
- Lead system integrations between Genesys and surrounding platforms: CRM (e.g., Dynamics 365), ServiceNow (ITSM/CMDB), and enterprise APIs for real-time and back-office data exchange.
- Define and, where in scope, implement optional AI and machine-learning capabilities (virtual agents/bots, predictive routing, speech and text analytics) to improve customer experience and deflection.
- Establish DevOps practices in Genesys Cloud CX (CI/CD pipelines,



CX-as-Code / Terraform, version control) to enable secure, repeatable configuration changes.
- Embed security and compliance by design — TLS/SRTP, RBAC, data protection/GDPR alignment, and compliance-based call recording.
- Define monitoring, reporting, and analytics — SLA/KPI dashboards and ServiceNow-integrated alerting for proactive fault detection and service reporting.
- Drive transition and knowledge transfer from the incumbent, including runbooks, HLD/LLD documentation, and operational SOPs.
- Lead demand, capacity, and disaster-recovery planning for the contact center estate, and champion continuous service improvement (CSI).
- Act as the senior technical escalation point (L3/L4) for major incidents and problem management, working with Genesys and carriers to restore service.

Skill Requirements

Must Have Skill

Cisco Contact Center

Good to Have Skill

Other Requirements

📌 Domain Architect - Cisco Contact Center (Noida)
🏢 HCLTech
📍 Noida