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

Good-to-Have (Preferred) :

If you are interested kindly share your updated CV to aruna.m@zettamine.com or WhatsApp to 6302404863.

Thanks & Regards,

Aruna.M