Genesys Cloud Architect

Lead/Solution Architect, Senior Genesys Cloud Engineers, Integration Engineer , with QA responsibilities incorporated into the engineering team or an additional QA resource. The key hiring criterion should be deep Genesys Cloud Architect, IVR and call-routing expertise . Eligible to workP, Python and Node.js should be treated as differentiators rather than mandatory skills. Detailed breakdown of skills

1. Genesys Cloud CX * Strong hands-on experience with Genesys Cloud CX * Genesys Cloud Architect * Inbound Call Flows * In-Queue Flows * Transfer and Disconnect flows * IVR design and implementation * ACD configuration * Queue configuration * Skills-based routing * Priority-based routing * Bullseye/alternative routing * Queue and agent routing configuration * Business hours, schedules and holidays * Call treatment and error handling * DTMF and voice interactions * Callback and transfer scenarios

2. Genesys Architect - Advanced Experience developing complex Architect flows involving:

• Conditional routing
• Complex decision logic
• Variables and collections
• Architect expressions
• Call attributes
• ANI/DNIS-based routing
• Customer/member attributes
• Product/service-based routing
• Language-based routing
• Authentication-aware routing
• Queue selection
• Priority management
• Business-rule-based routing
• Overflow and fallback routing
• Exception handling

• Reusable flow components, The candidate should be able to translate business requirements into an efficient Genesys Cloud routing design. 4. Genesys Data Actions & API Integration Strong experience with:

• Genesys Cloud Data Actions
• REST APIs
• JSON
• HTTP/HTTPS
• API authentication
• OAuth 2.0
• API request/response handling
• Error and timeout handling
• External system lookups
• Routing decisions based on API responses

• Strong hands-on experience with Genesys Cloud CX and Architect
• IVR, ACD, queue and skills-based call routing
• Experience designing complex inbound/in-queue flows and routing logic
• Genesys Data Actions and REST API integrations, JSON, OAuth, Postman
• Strong understanding of Architect expressions, variables, conditions and error handling
• Enterprise contact-center/IVR implementation experience

Preferred / Value-Add:

• Eligible to workP experience, particularly Cloud Functions/Cloud Run
• Python and/or Node.js
• Apigee, Postman and Swagger/OpenAPI
• Git, CI/CD and production troubleshooting
• Experience migrating or simplifying Eligible to workP-based IVR/routing solutions into Genesys Cloud

• Genesys Cloud certification is a plus, Candidates should be able to Consultantly troubleshoot and Eligible to workimize existing Architect flows. 3. IVR & Call Routing Strong understanding of enterprise contact-center routing concepts, including:

• IVR call flows
• ACD
• Skills-based routing
• Queue-based routing
• Priority routing
• Language routing
• Customer segmentation
• Agent skills
• Queue capacity
• Service levels
• Overflow routing
• After-hours routing
• Alternate/fallback routing
• Business-rule-driven routing