Lead Genesys Cloud Platform Architect

About Acrisure

A global fintech leader, Acrisure empowers millions of ambitious businesses and individuals with the right solutions to grow boldly forward. Bringing cutting-edge technology and top-tier human support together, we connect clients with customized solutions across a range of insurance, reinsurance, payroll, benefits, cybersecurity, mortgage services – and more. 

In the last twelve years, Acrisure has grown in revenue from $38 million to almost $5 billion and employs over 19,000 colleagues in more than 20 countries. Acrisure was built on entrepreneurial spirit. Prioritizing leadership, accountability, and collaboration, we equip our teams to work at the highest levels possible.

Job Summary:

Acrisure is seeking a Genesys Cloud Architect to drive designing, implementing, and optimizing enterprise-grade contact center solutions using Genesys Cloud CX. This role combines deep technical expertise with strategic leadership to deliver scalable, secure, and high-performing architectures that align with business objectives. The position also includes accountability for defining and managing KPIs related to product development, integration, and successful launch of contact center capabilities.

Responsibilities:

Contact Center Architecture & Design

• Architect scalable, secure, and resilient Genesys Cloud solutions tailored for enterprise contact centers.
• Design omnichannel routing strategies (voice, chat, email, social) to optimize customer interactions.
• Implement advanced IVR flows, queue management, and predictive routing for improved service levels.

Modern Data Connectivity & Integration

• Develop robust integrations between Genesys Cloud and CRM platforms, with a strong focus on Salesforce Service Cloud and Salesforce Sales Cloud.
• Utilize APIs, webhooks, and middleware to enable real-time data exchange across enterprise systems.
• Implement event-driven architectures and leverage streaming technologies (e.g., Kafka) for dynamic data flows.

Product Development & KPI Management

• Define and track KPIs for product development and launch, including Time-to-Market for new features and integrations, System Uptime & Reliability targets, Customer Experience Metrics (CSAT, NPS) post-launch, and Cost Optimization Goals.
• Collaborate with product managers and stakeholders to ensure KPIs align with business objectives.
• Provide regular reporting and insights to leadership on progress against KPIs.

Automation & Analytics

• Enable automation of workflows using Genesys Cloud APIs and scripting languages (Python, PowerShell)
• Integrate advanced analytics and reporting tools for actionable insights into customer interactions and agent performance.
• Support AI-driven features such as chatbots, voicebots, and predictive engagement.

Security & Compliance

• Ensure adherence to security best practices and compliance standards (PCI DSS, GDPR, HIPAA).
• Implement identity and access management strategies for secure user provisioning.

Leadership & Collaboration

• Serve as a technical leader and mentor for engineering teams, guiding best practices in cloud architecture.
• Collaborate with business stakeholders to align technical solutions with strategic objectives.
• Manage vendor relationships and oversee third-party integrations.

Requirements

• 7+ years of experience in contact center technologies, with at least 3 years in Genesys Cloud architecture.
• Proven expertise in Salesforce integration and CRM connectivity.
• Strong understanding of SIP, VoIP, telephony protocols, and omnichannel routing.
• Proficiency in API development and integration (REST, JSON, OAuth).
• Knowledge of modern data integration patterns (event-driven, streaming, microservices).
• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 7–10+ years in engineering roles delivering Genesys Solutions.
• Genesys Cloud certifications (e.g., Genesys Cloud Certified Professional).
• Experience with AWS or Azure cloud platforms.
• Familiarity with DevOps practices and CI/CD pipelines.
• Strong leadership, communication, and stakeholder management skills.
• Ability to manage multiple projects and deliver under tight deadlines.

#LI-CH1

Candidates should be comfortable with an on-site presence to support collaboration, team leadership, and cross-functional partnership.

Why Join Us:

At Acrisure, we’re building more than a business, we’re building a community where people can grow, thrive, and make an impact. Our benefits are designed to support every dimension of your life, from your health and finances to your family and future.

Making a lasting impact on the communities it serves, Acrisure has pledged more than $22 million through its partnerships with Corewell Health Helen DeVos Children's Hospital in Grand Rapids, Michigan, UPMC Children's Hospital in Pittsburgh, Pennsylvania and Blythedale Children's Hospital in Valhalla, New York.

Employee Benefits

We also offer our employees a comprehensive suite of benefits and perks, including:

• Physical Wellness: Comprehensive medical insurance, dental insurance, and vision insurance; life and disability insurance; fertility benefits; wellness resources; and paid sick time.

• Mental Wellness: Generous paid time off and holidays; Employee Assistance Program (EAP); and a complimentary Calm app subscription.

• Financial Wellness: Immediate vesting in a 401(k) plan; Health Savings Account (HSA) and Flexible Spending Account (FSA) options; commuter benefits; and employee discount programs.

• Family Care: Paid maternity leave and paid paternity leave (including for adoptive parents); legal plan options; and pet insurance coverage.

• … and so much more!

This list is not exhaustive of all available benefits. Eligibility and waiting periods may apply to certain offerings. Benefits may vary based on subsidiary entity and geographic location.

Acrisure is an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, religion, sex, national origin, disability, or protected veteran status. Applicants may request reasonable accommodation by contacting [email protected].

Final candidates will be required to complete post-offer verification processes related to the role and in accordance with applicable laws.

California Residents: Learn more about our privacy practices for applicants by visiting the Acrisure California Applicant Privacy Policy.

Recruitment Fraud: Please visit here to learn more about our Recruitment Fraud Notice.

Welcome, your new opportunity awaits you.