Sr. Genesys Cloud Architect

Location: San Diego, CA / Remote
Job Type: Contract

Job Summary

We are seeking a Sr. Genesys Cloud Architect with strong hands-on experience designing and implementing Genesys Cloud solutions, with a focus on Salesforce Service Cloud Voice (SCV) and CRM integration.

The ideal candidate will have strong expertise in Genesys Cloud architecture, contact center solutions, voice technologies, Salesforce integration, and enterprise CRM environments.

Key Responsibilities

• Design and architect scalable Genesys Cloud solutions for enterprise contact center environments.

• Lead the architecture and integration of Genesys Cloud with Salesforce Service Cloud Voice (SCV).

• Design and implement CRM and contact center integrations.

• Develop and support voice, IVR, call routing, queues, skills, workflows, and other Genesys Cloud capabilities.

• Analyze existing contact center environments and develop future-state architecture and migration strategies.

• Define technical architecture, integration patterns, data flows, and system dependencies.

• Work with Salesforce teams to integrate contact center capabilities with CRM workflows.

• Support Salesforce Service Cloud Voice implementation, configuration, and troubleshooting.

• Collaborate with business stakeholders, developers, Salesforce teams, and infrastructure/telephony teams.

• Provide technical leadership during implementation, migration, testing, and deployment.

• Troubleshoot complex Genesys Cloud and CRM integration issues.

• Create architecture diagrams, technical documentation, integration specifications, and implementation plans.

• Ensure solutions meet scalability, security, reliability, and performance requirements.

Required Skills & Qualifications

• Strong hands-on experience with Genesys Cloud is mandatory.

• Senior-level experience as a Genesys Cloud Architect or similar role.

• Strong experience with Salesforce Service Cloud Voice (SCV).

• Hands-on experience with Salesforce CRM integration with Genesys Cloud.

• Strong understanding of contact center architecture and enterprise voice solutions.

• Experience with IVR, ACD, call routing, queues, skills, agents, and call flows.

• Strong knowledge of APIs, integrations, web services, and data flows.

• Experience with enterprise UCaaS/CCaaS environments.

• Strong troubleshooting and problem-solving skills.

• Excellent communication and technical documentation skills.

Preferred Skills

• Genesys Cloud CX

• Salesforce Service Cloud

• Salesforce Service Cloud Voice (SCV)

• CRM integrations

• REST APIs / Web Services

• Contact Center as a Service (CCaaS)

• IVR and ACD

• SIP / VoIP / telephony

• Cloud architecture

• Enterprise contact center migration

Candidate Requirement

Candidates must have strong Genesys Cloud experience and hands-on experience with Salesforce Service Cloud Voice (SCV) and CRM integration.