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 global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over three decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem. Visit www.infosys.com to see how Infosys (NYSE: INFY) can help your enterprise navigate your next.