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# Genesys Cloud Architecture

- **Company:** K-Tek Resourcing LLC
- **Location:** United States (Remote available)
- **Contract:** Permanent contract
- **Skills:** Application Programming Interfaces (APIs), Computer Networks, Issue Tracking Systems, Microsoft Office, Microsoft Project, Microsoft Visio, Routing, Public Switched Telephone Networks, Release Management, Salesforce.Com, Systems Integration, Google Cloud, Genesys
- **Published:** August 7, 2026
- **Apply:** https://www.dice.com/job-detail/e4c3c77b-5769-49cd-93ad-a277c13be409

## About the Role

* Excellent communication and conversation skills (Verbal and Written)
 * Good documentation skills
 * Good working knowledge of MS OFFICE (Including MS Project and Visio)
 * Should have good customer handling skills

Certification requirements:

 * Google Cloud Platform (Mandatory)
 * ITIL Foundation (Preferred), * Experience in migrating contact centres to Genesys Cloud CX. Should be Hands on in Genesys Cloud enablement, configuration, and support.
 * Experience working with Customer Service Operations: Experience in Contact Center channels, leading Customer Service operations assessment/benchmarking, identifying gaps and deriving business case for driving improvements.
 * Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing: Experience in Genesys Cloud/Engage suite.

## Description

* Experience in Genesys Cloud administration & application experience: Use Genesys Architect/Composer/Designer, Genesys Framework Components (such as Edge, BYOC, SIP, GAX, GVP, AppFoundry, eServices, GRE, URS, Info Mart, GMS, OCS, GPlus Integrations etc.) or similar solutions.
 * Genesys API's integration with 3rd party solutions and CRMs like Salesforce etc.
 * Candidate should have knowledge on Engineering, consultation and be able to assist with day-to-day ;operational activities on Genesys Cloud CX.
 * Provide Tier 3 support during critical incidents as necessary
 * Participate and lead ongoing technology research and strategic planning for contact center services
 * Perform some Genesys infrastructure maintenance work; some after-hours z6/ work is required
 * Flexibility to work across different time zones
 * Resource should be flexible for working in NA Shift Projects as well.

Roles & Responsibilities

 * Resolving incident cases.
 * Monitor capacity, performance and availability using popular network tools and act to correct anomalies when needed.
 * Incident tracking to ensure continuity across shifts.
 * Vendor management with PSTN Service provide, OEM for resolution of tickets.
 * Coordination of communication bridges during major outages
 * Participate in Operational processes (Daily Ops, Change Control, Incident management, request forservice, etc).
 * Adhering to defined SLAs
 * Handling tickets / requests
 * Troubleshooting technical issues
 * Ensuring that defined processes are adhered to
 * Report regularly concerning key counters and measures of the voice network through health checks
 * Genesys Release Management


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