1 day ago Be among the first 25 applicantsDirect message the job poster from Maarut IncImplementation PhaseProvide strategic and technical guidance on Genesys Cloud CX capabilities and best practices to meet operational requirementsCollaborate 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 scalabilityDefine 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 PhaseAct as primary system admin: user provisioning, role-based access control, telephony configuration, license managementMonitor system performance, conduct evaluations, and proactively resolve technical issues.As required may tune IVR, call flows, queue thresholds, to meet evolving SLAs and CX KPIsCoach and upskill IT and Business Operations support staff; deliver knowledge-

📌 Application Architect (Toronto)
🏢 Maarut
📍 Toronto