Senior Telephony Genesys Cloud Architect

Location: Frederick MD

We are seeking a Senior Telephony / Genesys Cloud Architect with strong expertise in Genesys Cloud CX (PureCloud) and enterprise contact center architecture. The ideal candidate will lead the design implementation integration and optimization of scalable voice and omnichannel solutions while ensuring high availability call quality security and performance.

• Design scalable and resilient inbound/outbound voice SIP trunking SBC and CCaaS architectures.
• Lead configuration and optimization of Genesys Cloud CX including Architect flows IVR queues routing strategies and call flows.
• Design and implement SIP RTP VoIP WebRTC QoS/CoS and carrier interconnection solutions.
• Develop and oversee integrations using REST APIs JSON webhooks and middleware.
• Integrate Genesys Cloud with enterprise platforms such as Salesforce ServiceNow and Microsoft Dynamics.
• Implement AI-driven contact center capabilities including conversational bots NLP Dialog Engine and virtual agents.
• Support omnichannel capabilities including voice chat email and messaging.
• Monitor contact center performance call quality capacity and availability.
• Perform capacity planning load testing performance tuning and QoS optimization.
• Establish architectural standards governance documentation and best practices.
• Collaborate with business stakeholders network teams application teams and engineering teams.
• Translate business requirements into scalable technical architectures and implementation roadmaps.
• Provide technical leadership and mentor engineering/telephony teams.

1. Genesys Cloud CX / PureCloud Architecture & Administration
   • Architect flows IVR routing queues contact center configuration and platform optimization.
2. Telephony & SIP Architecture
   • Strong knowledge of SIP RTP VoIP WebRTC SBC SIP Trunking QoS/CoS and carrier connectivity.
3. REST API & Enterprise Integrations
   • Hands-on experience with REST APIs JSON webhooks and integrations with enterprise applications.

• Microsoft Azure
• AI/NLP Conversational AI Bots and Dialog Engine
• Omnichannel Contact Center
• Salesforce integration
• ServiceNow integration
• Microsoft Dynamics integration
• Genesys Cloud Architect/Developer certifications

• 7-10 years of overall IT/telephony experience
• 4-5 years of hands-on Genesys Cloud/PureCloud or Contact Center Architecture experience
• Strong enterprise telephony and CCaaS architecture background.
• Experience designing and implementing production voice solutions.
• Strong troubleshooting architecture documentation and stakeholder-management skills.
• Bachelors degree in Computer Science Telecommunications Information Technology or related field or equivalent practical experience.