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Location: REMOTE
Job Description :
⦁ Create business requirement documents covering functional and non-functional requirements, basis information gathered as part of workshops and interviews with client stakeholders
⦁ Review, propose, and develop solution architecture, ensuring application design aligns with the proposed framework and which are scalable, reliable and maintainable
⦁ Assess and recommend suitable technologies, tools and platforms for implementation as a part of architectural design, to meet business requirements
⦁ Review technical solutions and develop strategies for integration with different technologies and systems, to ensure seamless communication and data flow
⦁ Resolve complex technical challenges during build, deployment, and support phases while promoting reusable frameworks and artifacts
⦁ Provide specialized insights to development team and build collaborative relationships with clients and internal teams, securing successful execution of projects
⦁ Identify potential risks in the system landscape, monitor system performance and suggest optimization initiatives in line with business requirements and long-term objectives
⦁ Establish and uphold comprehensive knowledge base to guarantee that vital information is systematically recorded and readily available
⦁ Contribute to proposals and RFPs by delivering insights related to architectural solutions, for successfully delivering the proposed solutions
Your contribution to the team:
⦁ Expertise in designing and reviewing solution architectures that align with business goals.
⦁ The ability to provide architectural insights to strengthen solution proposals and ensure successful delivery.
⦁ A strategic mindset to align technical solutions with business goals and market trends.
⦁ Proactively drive initiatives to ensure smooth execution and transition of projects.
⦁ The ability to engage with clients and internal teams to build strong and productive relationships.
⦁ Passion for mentoring and fostering a knowledge-sharing culture.
Required Skills :
- Genesys Cloud CX Architecture:
- Experience in Genesys Cloud CX (PureCloud), designing and implementing enterprise-scale contact center solutions with deep knowledge of Architect Flows, inbound/outbound routing, ACD, IVR, skills-based routing, voice bots, speech recognition, digital channels, and callback frameworks.
- Contact Center Transformation: Proven experience leading large-scale migrations from Cisco UCCE/UCCX, Avaya Aura, NICE CXone, Five9, Amazon Connect, and legacy PBX platforms, driving cloud modernization and omnichannel customer experience transformation initiatives.
- Genesys Routing & Automation Expertise: Strong hands-on experience with Architect Call Flows, Digital Flows, Secure Flows, Bot Flows, and Agent Scripts, with advanced expertise in bullseye routing, preferred agent routing, dynamic queue selection, priority routing, and workforce skills management.
Preferred Skills :
- AI & Automation Integration: Experience integrating Genesys Cloud CX with AI-powered solutions including conversational AI, virtual agents, voice bots, Agent Assist, speech analytics, sentiment analysis, and Generative AI platforms.
- Cloud & Integration Expertise: Strong knowledge of cloud-native architectures and integrations with CRM, ITSM, and enterprise platforms such as Salesforce, ServiceNow, Microsoft Dynamics, AWS, Azure, and REST/API-based ecosystems.
- Analytics & Workforce Optimization: Experience implementing contact center analytics, reporting, workforce engagement management (WEM), quality management, speech analytics, and operational KPI dashboards.
- DevOps & Platform Engineering: Familiarity with CI/CD pipelines, Infrastructure as Code (Terraform), DevSecOps practices, automated testing, release management, and environment governance for contact center platforms
Kaleidoscope, an Infosys Company, is an equal opportunity employer, and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.
Skills Required
- Experience with Genesys Cloud CX (PureCloud) and enterprise-scale contact center solution architecture
- Deep knowledge of Architect Flows, inbound and outbound routing, ACD, IVR, skills-based routing, voice bots, speech recognition, digital channels, and callback frameworks
- Proven experience leading large-scale migrations from Cisco UCCE/UCCX, Avaya Aura, NICE CXone, Five9, Amazon Connect, or legacy PBX platforms
- Hands-on experience with Architect Call Flows, Digital Flows, Secure Flows, Bot Flows, and Agent Scripts
- Advanced expertise in bullseye routing, preferred agent routing, dynamic queue selection, priority routing, and workforce skills management
- Experience integrating Genesys Cloud CX with conversational AI, virtual agents, voice bots, Agent Assist, speech analytics, sentiment analysis, or Generative AI platforms
- Knowledge of cloud-native architectures and integrations with Salesforce, ServiceNow, Microsoft Dynamics, AWS, Azure, and REST/API-based ecosystems
- Experience implementing contact center analytics, reporting, workforce engagement management, quality management, speech analytics, and KPI dashboards
- Familiarity with CI/CD pipelines, Terraform, DevSecOps, automated testing, release management, and contact center platform governance
What We Do
When clients come to us for product design and development, they get a full range of technical expertise and laboratory resources, but they also get a team that’s relentless when it comes to solving problems and creating designs that are the ideal combination of function and form. What does that mean? We build tools that save lives. For surgeons, it means they have tools that not only address but anticipate their needs, which helps improve their patients’ outcomes. We create products that save money and ensure safety. For people juggling family, work, and other demands, it means they have products that provide real help in managing their everyday lives. And for businesses, it means their bottom line is supported with durable tools that improve efficiency and protect their teams. From concept to production plan, or at any phase in between, we are a partner that can extend your product development know-how or provide additional mindpower to free up in-house teams.
