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Genesys Cloud Architect - Onsite

Job DescriptionJob Description

We are seeking a Genesys Cloud Architect with deep experience integrating Genesys Cloud with Salesforce to fully own the design, development, and performance of our enterprise phone system. You will be responsible for the administration, configuration, and troubleshooting of our Genesys Cloud CX contact center platform, its CTI integration with Salesforce (Litify), and our Invoca call tracking system.

What you will be doing:

  • Genesys Cloud CX Platform Administration
  • Manage day-to-day Genesys Cloud CX configuration: queues, skills, routing policies, and agent assignments
  • Build, modify, and maintain Architect IVR call flows, schedules, and routing logic
  • Configure and manage DIDs, phone number assignments, and call forwarding rules
  • Monitor real-time and historical contact center metrics
  • Administer wrap-up codes, dispositions, and after-call work configurations
  • Manage user accounts, roles, permissions, and agent licensing within Genesys Cloud CX
  • Troubleshoot call quality issues, dropped calls, and routing failures
  • Manage workforce engagement features including scheduling and adherence monitoring Genesys CTI & Salesforce Integration
  • Administer Genesys Cloud for Salesforce CTI adapter, ensuring reliable call logging and screen pop functionality
  • Work with Salesforce administrators to build automations (Flows/Triggers) that enrich Intake and Contact records with call data
  • Manage Invoca-to-Genesys call routing configuration, including tracking number assignments and ring-to destinations
  • Coordinate with marketing on tracking number provisioning, campaign setup, and promo number descriptions
  • Serve as primary point of contact for all phone system and contact center related tickets
  • Respond to agent-reported issues (softphone problems, call transfer failures, login issues, audio quality)
  • Onboard new agents into Genesys Cloud CX and configure their CTI softphone setup in Salesforce

What you need to qualify:

  • 7+ years of hands-on experience administering Genesys Cloud CX (formerly PureCloud), including Architect IVR flows, queue management, ACD routing, and workforce engagement features
  • 2+ years of experience configuring and troubleshooting Genesys CTI integrations with Salesforce, including the Genesys Cloud for Salesforce managed package, Activity Attribute mappings, Interaction Attribute screen pops, and call activity logging
  • 2+ years of experience with Salesforce administration, including custom objects, custom fields, lfows, and managed package configuration
  • Working knowledge of Invoca or similar call tracking platforms (CallRail, Marchex, DialogTech)
  • Understanding of telephony concepts: SIP trunking, PSTN, DIDs, ANI/DNIS, IVR, ACD, call forwarding, and call recording
  • Experience with Salesforce Task/Activity record management and understanding of WhoId/WhatId relationships
  • Strong troubleshooting skills with the ability to trace data flows across multiple integrated systems
  • Computer operations and infrastructure support including production, data center, and cloud administration
  • Systems analysis & design with strong grounding in development, QA, and integration methodologies
  • Genesys Cloud Certified Professional (GCP) certification a plus
  • Salesforce Administrator certification a plus
  • Experience with Litify or other legal CRM platforms built on Salesforce a plus
  • Familiarity with marketing attribution concepts (UTM parameters, GCLID, multi-touch attribution) a plus
  • Experience managing Salesforce managed packages from multiple vendors (Genesys purecloud, RingCentral rcsfl, Invoca Exolytix)
  • Understanding of webhook integrations, REST APIs, and event-driven architectures
  • Experience with workforce management (WFM) and quality management within Genesys Cloud CX
  • Familiarity with AWS services (Lambda, EventBridge, API Gateway) is a plus
  • Experience in a legal or professional services contact center environment a big plus
  • Cloud Infrastructure: AWS (Lambda, EventBridge, API Gateway, Redshift)

What's in it for you:

  • Competitive salary
  • 10% performance-based bonus
  • Full health benefits
  • 401k plan
  • Fast-paced, entrepreneurial environment!