Genesys Cloud CX Architect
Unisys · Canberra, Australia · 1mo ago
What success looks like in this role:
- Supporting and administering the Genesys Cloud CX platform and associated technologies.
- Monitoring platform health, routing performance, telephony services, and operational stability.
- Troubleshooting incidents across call routing, IVRs, Architect flows, queues, integrations, reporting, and telephony connectivity.
- Designing, developing, and maintaining IVR and call flow solutions using Genesys Architect.
- Supporting integrations with CRM, workforce management, identity management, and reporting platforms.
- Managing SIP trunking, carrier connectivity, number provisioning, and telephony services.
- Conducting root cause analysis and driving continuous service improvements.
- Supporting platform upgrades, new feature adoption, testing, and release validation.
- Maintaining technical documentation, support procedures, and knowledge articles.
- Participating in an on-call roster supporting critical contact centre services.
You will be successful in this role if you have:
- Genesys Cloud CX Administration
- Genesys Architect (IVR & Flow Design)
- Contact Centre Routing & Queue Management
- SIP Telephony & Voice Services
- Workforce Engagement Management (WEM)
- API & Integration Support
- Incident, Problem & Change Management
- Reporting & Analytics
- Cloud Platform Administration
- ITIL Service Management
Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.
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