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# Genesys Cloud Architect

- **Company:** Insight Global
- **Location:** Fort Worth, TX, United States
- **Experience:** Experienced
- **Salary:** $135,200.0 - $156,000.0
- **Contract:** Permanent contract
- **Skills:** Application Programming Interfaces (APIs), Computer Telephony Integration, Middleware, Design of User Interfaces, Routing, PCI Data Security Standards, Genesys, Electronic Medical Records, Build Management, Health Level Seven International, Call Tracing, Custom Reports
- **Published:** July 8, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=dcabadd7b7671fc4

## About the Role

* 4+ years of hands-on Genesys Cloud CX administration and architecture experience.
 * Demonstrated experience integrating Genesys Cloud with Epic (or a comparable healthcare EMR) via CTI/telephony connectors.
 * Strong WFM and QM configuration and operational experience.
 * Proficiency with Architect flow design, ACD/routing, and Genesys Cloud APIs and data actions.
 * Working knowledge of contact center compliance (PCI DSS, call recording, PHI/HIPAA-aware handling)., * 4+ years of hands-on Genesys Cloud CX administration and architecture experience.
 * · Demonstrated experience integrating Genesys Cloud with Epic (or a comparable healthcare EMR) via CTI/telephony connectors.
 * Strong WFM and QM configuration and operational experience.
 * Proficiency with Architect flow design, ACD/routing, and Genesys Cloud APIs and data actions.

Work Location: Hybrid remote in Fort Worth, TX 76147

## Description

Platform Administration & Architecture

 * Administer and optimize the Genesys Cloud CX platform, including ACD routing, IVR/Architect flows, queues, skills-based routing, divisions, and DID/number management.
 * Manage roles, permissions, and security configuration aligned to least-privilege and healthcare compliance requirements.
 * Configure and troubleshoot platform integrations via the Genesys Cloud API, data actions, and supported connectors.

Epic EMR Integration

 * Lead and support Epic EMR integration efforts, including CTI, screen pop, and data dip configuration.
 * Coordinate northbound and southbound interface design (e.g., HTTPS/443, HL7/MLLP) with clinical, integration, and middleware teams.
 * Validate caller identification, context passing, and agent workflow within the integrated environment.

Workforce Management (WFM)

 * Configure and tune WFM: forecasting, scheduling, adherence, and intraday management.
 * Build management workflows and reporting to support supervisor and operations needs.

Quality Management (QM)

 * Build and maintain QM programs: evaluation forms, scoring, call recording, and screen recording policies.
 * Support compliance workflows including PCI DSS, call-recording compliance, and PHI/HIPAA-aware handling.

Reporting, Documentation & Support

 * Develop and maintain performance views, custom reports, dashboards, and data export integrations.
 * Document configurations, runbooks, and standard operating procedures; provide knowledge transfer to internal staff.
 * Participate in troubleshooting, root-cause analysis, and vendor escalations with Genesys.


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