Genesys Cloud Architect Developer

Req ID: 394032

NTT DATA strives to hire exceptional innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive adaptable and forward-thinking organization apply now. NTT DATAs Client is currently seeking a professional to join their team in Pittsburgh Pennsylvania (US-PA) United States (US).

We are seeking an experienced professional to support the design development integration and deployment of voice and customer engagement solutions as part of a Genesys Cloud migration initiative. The ideal candidate will have strong hands-on expertise in Genesys Cloud Architect Salesforce integration CX Cloud for Salesforce CTI Connector products APIs screen-pop functionality analytics and Workforce Management (WFM). The role will work closely with business stakeholders contact center teams Salesforce teams integration developers and infrastructure teams to gather requirements design call flows develop integrations troubleshoot complex technical issues and successfully deliver the migration within aggressive project timelines.

• Genesys Cloud Architecture & Development
  • Gather and analyze business functional and technical requirements for Genesys Cloud solutions.
  • Design develop configure test and deploy voice solutions using Genesys Cloud.
  • Build and configure inbound and outbound customer interaction workflows using Genesys Cloud Architect.
  • Design and document detailed call flows routing strategies IVR workflows queues prompts and interaction handling processes.
  • Configure and optimize Genesys Cloud capabilities based on business and contact center requirements.
  • Support migration of existing contact center capabilities to the Genesys Cloud platform.
• Salesforce & CTI Integration
  • Design and implement integration between Genesys Cloud and .
  • Configure and support CX Cloud for Salesforce and CTI Connector capabilities.
  • Enable and optimize call-to-case and email-to-case functionality within Salesforce.
  • Implement screen-pop functionality to provide agents with relevant customer and case information during interactions.
  • Configure interaction routing and data synchronization between Genesys Cloud and Salesforce.
  • Troubleshoot CTI screen-pop routing and Salesforce integration issues.
• API Integration & Custom Development
  • Design and develop custom APIs and integration services to connect Genesys Cloud with Salesforce and other enterprise applications.
  • Work with Genesys Cloud APIs and Salesforce APIs to support custom integration requirements.
  • Develop secure scalable and reusable integration components.
  • Troubleshoot API failures authentication issues data-mapping problems and integration performance issues.
  • Follow enterprise development security integration and API-management standards.
• Analytics & Reporting
  • Configure and support Genesys Cloud out-of-the-box analytics and reporting capabilities.
  • Design and develop custom analytics solutions where standard capabilities do not meet business requirements.
  • Support operational reporting related to interactions agents queues service levels customer experience and contact center performance.
  • Work with business stakeholders to define reporting requirements and key contact center performance metrics.
• Workforce Management
  • Configure and support Genesys Cloud Workforce Management (WFM) capabilities.
  • Support forecasting scheduling workforce planning and adherence-related requirements.
  • Work with contact center operations teams to ensure WFM capabilities align with operational requirements.
• Testing Deployment & Troubleshooting
  • Support unit testing integration testing UAT deployment and production validation.
  • Troubleshoot complex technical issues across Genesys Cloud Salesforce CTI APIs call routing voice screen-pop analytics and WFM.
  • Perform root-cause analysis and implement sustainable solutions for production issues.
  • Support cutover and migration activities with minimal disruption to contact center operations.
  • Produce and maintain solution design documents call-flow documentation integration specifications configuration documentation and operational support procedures.
  • Work effectively under tight project timelines and take ownership of assigned deliverables through completion.

• 5 years of hands-on experience with Genesys Cloud Architect including designing and developing voice and interaction-routing solutions.
• Strong experience with Genesys Cloud CX and contact center migration/implementation projects.
• 3 years of experience with API integration and custom development.
• 5 years of experience with CX Cloud for Salesforce and CTI Connector products.
• 5 years of experience implementing screen-pop functionality within contact center/Salesforce environments.
• 5 years of experience with out-of-the-box and custom analytics capabilities.
• 5 years of experience with Workforce Management (WFM) solutions.
• Strong experience integrating Genesys Cloud with .
• Experience implementing call-to-case and email-to-case functionality.
• Strong understanding of call flows IVR routing queues interaction handling and contact center architecture.
• Experience designing and developing custom APIs for enterprise integrations.
• Strong troubleshooting and root-cause-analysis skills.
• Ability to create clear technical documentation including call flows integration specifications and solution designs.
• Strong communication and stakeholder-management skills.
• Proven ability to independently deliver technical solutions and operate effectively under aggressive/tight project timelines.

• Experience leading or contributing to large-scale Genesys Cloud migration or contact center transformation programs.
• Genesys Cloud certifications are preferred.
• Salesforce and/or Salesforce Service Cloud experience or certifications are advantageous.
• Experience with enterprise CRM customer service and omnichannel contact center environments.
• Knowledge of security authentication API management and enterprise integration best practices.

The ideal candidate is a hands-on Genesys Cloud technical specialist who combines strong architecture and development expertise with deep experience in Salesforce/CTI integration APIs screen-pop functionality analytics and Workforce Management. The candidate should be comfortable owning technical deliverables end-to-end resolving complex integration and production issues and delivering high-quality solutions within demanding project timelines.

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate optimize and transform for long term success. As a Global Top Employer we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting data and artificial intelligence industry solutions as well as the development implementation and management of applications infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at

U.S. On Location / Hybrid NTT DATA provides a reasonable range of compensation for U.S.-based positions. The starting pay range for this role is $55/hr to $65/hr. Actual compensation will depend on a number of factors including the candidates relevant experience technical skills and other qualifications. This position is eligible for company benefits including participation in medical dental and vision insurance flexible spending or health savings account and AD&D insurance employee assistance participation in a 401k program and additional voluntary or legally-required benefits.

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