2 months ago
Remote, United States or Seattle, WA, USASenior
Base Salary
$110k - $120k/yr
Responsibilities
- Create business requirements documents from client workshops and stakeholder interviews.
- Design, review, and develop scalable, reliable, and maintainable solution architectures.
- Assess and recommend technologies, tools, and platforms to meet business requirements.
- Develop integration strategies across different technologies and enterprise systems.
- Resolve complex technical challenges during build, deployment, and support phases.
- Provide architectural guidance to development teams and collaborate with clients and internal teams.
- Identify system risks, monitor performance, and recommend optimization initiatives.
- Maintain a comprehensive knowledge base and contribute architecture insights to proposals and RFPs.
- Mentor team members and promote knowledge sharing and reusable frameworks.
Requirements
- Experience designing and implementing enterprise-scale Genesys Cloud CX (PureCloud) contact center solutions.
- 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, and legacy PBX platforms.
- Hands-on expertise with Architect Call Flows, Digital Flows, Secure Flows, Bot Flows, Agent Scripts, 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 is preferred.
- Knowledge of cloud-native architectures and integrations with Salesforce, ServiceNow, Microsoft Dynamics, AWS, Azure, and REST/API-based ecosystems is preferred.
- Experience with contact center analytics, reporting, workforce engagement management, quality management, speech analytics, and operational KPI dashboards is preferred.
- Familiarity with CI/CD pipelines, Terraform, DevSecOps practices, automated testing, release management, and environment governance is preferred.
- Must be authorized to work for any employer in the United States; visa sponsorship and sponsorship transfer are unavailable.
Benefits
- Remote work arrangement.
- Equal opportunity employer.
About Infosys
Infosys is a public IT services and consulting company that builds and runs software systems for large enterprises across industries. It provides consulting, systems integration, cloud and AI services, engineering, and business process outsourcing, and sells platforms such as EdgeVerve's Finacle core banking suite. Founded in 1981 and headquartered in Bangalore, it serves clients in 50+ countries and is listed on the NSE, BSE, and NYSE.