Genesys Architect / Senior Genesys Engineer

Hello,

Greeting's from ZettaMine!!!

Job Title :

Genesys Architect / Senior Genesys Engineer

Experience Required :

13+ Years (with minimum 8+ years in Genesys solutions)

Location : Pan India

Notice Period : Immediate Joiners

Job Summary

We are seeking an accomplished

Genesys Architect

with over 13 years of IT experience and deep expertise in

Genesys Cloud and Genesys Engage

platforms. The ideal candidate will be a strategic technology leader, responsible for designing, architecting, and optimizing advanced contact center solutions that deliver superior customer engagement and business value. This role demands a strong blend of

technical expertise, solution architecture, system integration, and leadership skills , with a proven track record of driving enterprise-scale Genesys implementations.

Key Responsibilities

Lead the end-to-end architecture and design of complex

Genesys Cloud CX

and

Genesys Engage

environments.

Define scalable, resilient, and secure architectures to support

high-volume, mission-critical contact centers .

Ensure solutions meet

business requirements

while remaining flexible for future expansion and emerging technologies.

Design and implement advanced

call routing strategies, IVR flows, AI-driven chatbots, voicebots, and predictive routing .

Customize

agent desktops, dashboards, and reporting tools

to align with operational and business KPIs.

Build and maintain

customer engagement workflows

to enhance customer journeys.

Drive seamless integration of Genesys with

CRM platforms, Workforce Management tools, and enterprise applications .

Collaborate with DevOps teams to build and maintain

CI / CD pipelines

for Genesys environments.

Manage APIs and web services ensuring

real-time, reliable data flow

across business systems.

Conduct in-depth

system performance analysis

to optimize call quality, system responsiveness, and customer experience.

Leverage

data analytics and reporting tools

to identify operational trends, bottlenecks, and opportunities for improvement.

Ensure platform performance is

optimized for peak demand periods

with zero downtime.

Ensure Genesys solutions comply with

industry standards, data privacy laws, and enterprise security protocols .

Conduct

regular audits, vulnerability assessments, and security hardening

for the Genesys ecosystem.

Develop and maintain robust

disaster recovery and business continuity plans .

Act as the

subject matter expert (SME)

for Genesys across the enterprise and provide

technical leadership, mentoring, and knowledge sharing

to cross-functional teams.

Serve as the

final escalation point

for critical issues, driving root cause analysis and long-term fixes.

Create and maintain detailed

system documentation, architecture diagrams, and troubleshooting guides .

Continuously review and refine operational processes to improve efficiency, performance, and reliability.

Qualifications

Education :

Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field (or equivalent professional experience).

Experience :

13+ years of IT experience with a minimum of

8+ years in Genesys platforms (Genesys Cloud, Genesys Engage, PureConnect, etc.) .

Hands-on expertise in

Genesys platform architecture, configuration, deployment, and troubleshooting .

Technical Skills :

Strong programming knowledge in

Java, Python, or C .

In-depth expertise in

SIP, VoIP, CTI, and telephony / network technologies .

Proficiency with

cloud infrastructure (AWS, Azure, GCP)

and virtualization technologies.

Experience with

API integrations, microservices, and containerization (Docker, Kubernetes)

is a plus.

Good-to-Have (Preferred) :

Genesys Certified Professional (GCP)

or

Genesys Certified Expert (GCE) .

Experience in

AI, ML, Copilot solutions, and advanced analytics

for customer experience.

Familiarity with

Agile / Scrum methodologies .

Experience with

global contact center rollouts and large-scale enterprise deployments .

If you are interested kindly share your updated CV to

aruna.m@zettamine.com

or WhatsApp to

6302404863.

Thanks & Regards,

Aruna.M