Opis oferty
$2k USD
Poland, Wrocław
Genesys Cloud CX Architect w Wrocław, Polska is listed on Jobeax. Browse 110,000+ vacancies available.
We are seeking an experienced Genesys Cloud CX Architect to design, develop, configure and maintain customer experience and contact center solutions using the Genesys Cloud CX platform. This role involves building Architect flows, integrating systems, configuring routing strategies and ensuring optimal platform performance to support business objectives. Responsibilities Design, develop and enhance IVR/IVA flows using Genesys ArchitectBuild and optimize call routing strategies, queues, skills, schedules and user configurationsDevelopment of bots using Genesys Dialog Engine (NLU/NLP) for voice and digital channelsCreation of automation workflows using Genesys Cloud APIs, web services and 3rd-party integrationsConfigure telephony components including SIP trunks, DID routing, Edge settings and station setupsEnable, configure and support digital channels such as chat, email, messaging and social mediaDeployment of new features, enhancements and platform updates as part of continuous improvementIntegration of Genesys Cloud CX with external systems such as CRM, ticketing and authentication systemsUtilization of REST APIs, webhooks and event streams for custom use casesMonitor performance, call flows, interaction paths and platform healthRoot-cause analysis of call failures, routing issues and telephony problems, providing L2/L3 technical support and collaborating with Genesys Care for escalationsCreation of dashboards and custom reports using Genesys Analytics, analyzing KPIs such as SLA, AHT, abandon rate and agent performanceManagement of user roles, permissions and access control while ensuring SSO, data privacy and compliance standardsDocumentation of configurations, flows, integrations and release changes in collaboration with CX, IT, development, WFM and business teams Requirements 10-12 years of experience in software development, with 3-6+ years in Genesys Cloud CX engineering or developmentExpertise in Architect flow design covering call flows, IVRs and botsProficiency in routing strategies including ACD, skills, preferred agent and bullseyeKnowledge of telephony including SIP, trunks and call controlSkills in digital channels such as chat, email and messagingBackground in REST APIs, JSON and web servicesFamiliarity with OAuth and SSO/IdP integrations such as Azure AD, Okta and PingUnderstanding of cloud networking basics with AWS or Azure preferredStrong problem-solving and analytical thinkingExcellent communication skills for technical and business audiencesCapability to work in fast-paced, agile environmentsGenesys Cloud CX Certified Professional (GCX-P)Genesys Cloud Architect CertificationITIL FoundationAdvanced proficiency in English (C1+) Nice to have Experience with AI-powered bots, sentiment analysis and speech analyticsExperience with contact center migrations such as Avaya, Cisco and Genesys Engage to Cloud CXFamiliarity with scripting such as Python, PowerShell and JavaScript We offer We gather like-minded people:Top tech minds driving innovation in AI, cloud and digital platform modernizationSupportive team and agile, startup-like cultureHybrid by design mode and opportunity to work remotely within PolandChance to work abroad for up to 60 days annuallyBusiness-driven relocation opportunitiesWe provide growth opportunities:Career development programsThought leadership, mentoring, soft skills and well-being programsCertification (Anthropic, Gemini, GCP, Azure, AWS)English classesWe cover it all:Stable payParticipation in the Employee Stock Purchase Plan with a 15% discountBenefits package (health insurance, multisport, shopping vouchers)Referral bonuses up to $2,000Offices featuring entertainment and relaxation zones, table tennis and football, free snacks, coffee and moreCorporate, social and well-being eventsPlease, note:Benefits listed above are available to employees onlyWe are open for working with Contractors. Terms of B2B cooperation agreements are agreed individuallyWe will reach out to selected candidates exclusively EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.
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