ibex. is an elite CX outsourcer for the world’s startups, scale-ups, and blue-chips. We build
powerful customer engagement & insight solutions to help protect client investment, mitigate
financial & operational risk, and accelerate ROI.

As Genesys Architect, you will play a crucial role in critical designs, implementations, and
maintain our contact center, and unified communication platform for our clients. Your primary
focus would be on Genesys Cloud Contact Center Platform, but you may be asked to work on
other Contact Center Platforms

Job Responsibilities
• Identify, examine, and resolve complex issues with business communication systems.
• Support complex Genesys cloud configuration changes for internal teams and external
customers.
• Serve as Project Lead and Technical Lead on telecom and telephony-driven projects as
required.
• Collaborate with stakeholders and partners to support Genesys cloud for clients and
internal teams.
• Deliver process training and knowledge transfer (KT) sessions to new joiners and
external teams.
• Create job aids and methods of procedure (MOP) documents for internal team members
and customers as needed.
• Conduct remote and onsite implementation, demonstration, and delivery of solutions.
• Manage technical escalations and issues raised by business and clients.
• Meet service level targets for service requests, change tickets, incidents, and projects.
• Escalate issues within partner support when necessary to prevent downtimes.
• Lead the architecture, deployment, and optimization of Genesys cloud solutions,
ensuring scalability and efficiency.
• Oversee multiple projects, ensuring effective communication with stakeholders and risk
mitigation.
• Ensure regulatory compliance and implement robust security measures on all Contact
center technologies.
• Manage vendor relationships and collaborate with cross-functional teams.
• Stay informed on Telecom & contact center industries trends and drive continuous
improvement initiatives.

About You

• Should have 7-10+ years of Genesys experience, in contact center industry and
minimum 7-10 years’ Experience of any other Telephony platform.
• Working on Genesys Cloud Solution with Implementation experience on Telephony,
Contact Center, Integrations, Reporting, Text & Speech Analytics, Quality Management
(Call Recording), Call Routing, Performance Management, Email, Chat, Social, CoBrowse, Interactive Voice response, Voice & Digital Bots, and AppFoundry Partners.
• Must have understanding on Genesys products with multiple used cases for multiple
industries.
• Should be able to create Private, Public BYOC SIP Trunks with multiple Carriers and
third party ACDs.
• Deep understanding of ITIL model of service delivery.
• Expert in understanding of Service level agreements, and contracts.
• Must have Exposure in supporting global customers, working 24*7 environment.
• Must be able to secure Contact Center platform using several Security techniques in a
PCI, SOC and HIPAA environments.
• Able to proactively plan capacities, based on business requirement, and able to provide
the Flawless Design in a dynamic way.
• Must have the knowledge on Working of Genesys Cloud in multiple regions/continents
utilizing Global Media Fabric.
• Must be able to act as SME for software engineers and business users, for effective
integration and implementation with Genesys products.
• Must have profound knowledge on APIs & SDKs with ability to Guide Developers with
recommendations.
• Networking Skills: TCP/IP, Session Initiation Protocol, WAN understanding, and
Telecom CDN knowledge
• Strong technical background, good understanding and knowledge of Software
Architecture, Integration capabilities and Data models.
• Must have knowledge on Genesys Cloud Integration with Active directory, any known
CRM and known ERP Solutions.
• Must know about ITIL model of service delivery, understanding of SLA’s and Support
Contracts.

Soft Skills:
• Must be positive thinker, flexible and creative.
• Must be respectable to Juniors and peers in other teams, as well and transparent in
communication.
• Good Analytical skills and problem-solving capabilities.
• Must be willing to help, support other members as teamwork.
• Excellent case management skills & able to work independently.
• Must have excellent Spoken and Written English skills.
• Responds quickly and attentively to changes in department, organization, projects and
processes.
• Must be able to lead team in responsible way to achieve goals, maintain quality
standards and be compliant to SOPs in a secured environment.

Education
Engineering graduate or BS/master’s degree in IT, CS or Telecom.
Certification or Trainings in Genesys and working with Genesys Vendor (preferred)
Additional courses in Telephony / VoIP/Cloud (Plus)