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Implementation Phase

- Provide strategic and technical guidance on Genesys Cloud CX capabilities and best practices to meet operational requirements
- Collaborate with the vendor and internal teams to design and configure the Genesys platform including call flows, IVR, queues, and integrations, to ensure performance, reliability, and scalability
- Define and oversee integrations with telephony carriers/SIP trunks, identity providers (Azure AD SSO/SCIM), and/or ticketing systems.
- Support integration efforts between Genesys Cloud CX and WFM/QA solution, ensuring data integrity and functionality across platforms.
- Ensure compliance with organizational security policies and data protection standards.
- Develop migration plan for cut over and work with QA team to develop test scenarios.
- Document system architecture, configurations, processes, and user guides.
- Provide training and support to internal users during and after implementation.

Operation Phase

- Act as primary system admin: user provisioning, role-based access control, telephony configuration, license management




- Monitor system performance, conduct evaluations, and proactively resolve technical issues.
- As required may tune IVR, call flows, queue thresholds, to meet evolving SLAs and CX KPIs
- Coach and upskill IT and Business Operations support staff; deliver knowledge-transfer sessions and create training artifacts
- Stay current with Genesys platform updates, features, and industry best practices.

Must Haves

- 7+ experience Genesys Architect call flows, digital channels, and ACD routing
- 7+ experience in deploying VOIP phone systems with deep knowledge and application of Telephony concepts (SIP, SBCs, QoS, E-911, porting, number plans)
- 7+ experience SSO/SAML and user lifecycle via SCIM or Azure AD provisioning
- 7+ experience utilizing REST APIs in development

Seniority level

- Mid-Senior level

Employment type

- Contract

Industries

- IT Services and IT Consulting

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📌 Application Architect (Toronto)
🏢 Maarut
📍 Toronto