Genesys Cloud Platform Architect

About the role

As a Genesys Consultant or Senior Consultant on Slalom's Contact Center Modernization team, you will design, configure, and deliver Genesys Cloud CX solutions for enterprise clients. You will be a hands-on technologist who can take a solution from requirements through build, testing, and go-live, working with architects, business analysts, and client technical teams.

Responsibilities

• Design, configure, and deploy Genesys Cloud CX solutions, including Architect call flows, in-queue flows, routing strategies (skills-based, bullseye, and predictive routing), queues, users, roles, and permissions
• Build and support digital channels in Genesys Cloud, including web messaging, chat, email, SMS (Short Message Service), and social channels
• Configure Genesys Cloud telephony, including Bring Your Own Carrier (Cloud and Premises), SIP (Session Initiation Protocol) trunks, number porting, sites, and Edge configuration
• Build integrations using Genesys Cloud Data Actions, the Platform API (Application Programming Interface), AppFoundry applications, and webhooks to connect to client CRM (Customer Relationship Management), ticketing, and back-office systems
• Implement and support CRM integrations, including Salesforce (CX Cloud from Genesys and Salesforce, or Genesys Cloud for Salesforce), Microsoft Dynamics, and ServiceNow
• Configure Workforce Engagement Management (WEM) capabilities, including workforce management, quality management, recording policies, speech and text analytics, and evaluation forms