Genesys Cloud Architect

Senior Genesys Cloud Architect

Location: Hyderabad, India

Department: AI & Engineering Voice AI Connector

Employment Type: Full-Time

Experience: 610 Years

Role Overview

As a Senior Genesys Cloud Architect at EMSCALE, you will lead the design, development, and deployment of enterprise-grade contact center solutions on Genesys Cloud CX. You will play a pivotal role in our Voice AI Connector platform our flagship real-time voice orchestration

product that integrates Genesys with LLM providers (AWS Bedrock, OpenAI GPT, Google Gemini) to deliver sub-2-second AI voice interactions in production environments. You will also contribute to migration projects, IVR design, and cross-platform integrations that serve our global enterprise clients.

Key Responsibilities

• Architect end-to-end Genesys Cloud CX solutions including IVR flows, routing strategies, agent desktop configurations, and real-time analytics.
• Design and build Genesys Architect flows (inbound, outbound, email, chat, and bot flows) for complex enterprise contact center workflows.
• Lead integrations between Genesys Cloud and external AI/LLM providers including AWS Bedrock, OpenAI, and Google Gemini as part of the Voice AI Connector platform.
• Work closely with the Voice AI team to embed real-time AI capabilities (ASR, TTS, NLU, conversational AI) into Genesys routing flows.
• Design and execute Genesys Cloud migration projects including migrating from on- premise Genesys PureEngage or other CCaaS platforms to Genesys Cloud.
• Define technical architecture, integration patterns, and data flows for contact center environments.
• Collaborate with engineering teams on Genesys APIs, SDKs, and webhooks to support Voice AI Connector's Universal Adapter architecture.
• Contribute to IVR Crawling product by designing telephony automation and DTMF navigation workflows.
• Conduct technical reviews, architecture assessments, and proof-of-concept builds for enterprise clients.
• Mentor junior engineers and establish best practices for Genesys Cloud development within the team.

Required Skills & Experience

• 6+ years of hands-on experience with Genesys platforms (Genesys Cloud CX preferred;
• Pure Engage or Pure Connect also considered).
• Deep expertise in Genesys Architect designing multi-level IVR flows, routing logic, skills-based routing, and call transfer strategies.
• Strong knowledge of Genesys Cloud APIs, data actions, integrations, and the Genesys
• AppFoundry ecosystem.
• Experience integrating Genesys with external systems via REST APIs, webhooks, and event-based architectures.
• Familiarity with AI/NLP integration concepts ASR (Automatic Speech Recognition),
• TTS (Text-to-Speech), conversational bots, and agent assist tools.
• Proficiency with cloud infrastructure: AWS (preferred), with understanding of networking, security, and microservices architecture.
• Experience with contact center metrics, reporting, and dashboards (Genesys Analytics, Workforce Management).
• Strong understanding of telephony protocols: SIP, RTP, WebRTC, DTMF.

Good to Have

• Experience with Amazon Connect, NICE CXone, or Twilio Flex particularly for cross- platform migration or benchmarking work.
• Exposure to LangChain, LangGraph, or agent-based AI frameworks.
• AWS certifications (Solutions Architect, Contact Center Specialty).