J M Group Inc - 38 Jobs
Toronto, ON
Posted today
Job Details:
Full-time
Experienced
As a Genesys Cloud Architect, you will be responsible for translating complex client requirements into technically sound, differentiated, and deliverable contact center solutions built on the Genesys Cloud CX platform. You are expected to demonstrate master-level proficiency across Genesys Cloud's full technology stack — including telephony, API-driven integrations, AI/automation tooling, and data architecture — while leading technical decision-making across multiple teams and workstreams.Proficient in Genesys Cloud CX platform architecture and implementation is required. Expert proficiency in REST API integration, SIP/WebRTC telephony design, and Requirements Analysis is recommended. Expert proficiency in Solution Architecture, Contact Center Technology Design, and Solution Planning, Costing & Pricing is suggested.
- Architect end-to-end Genesys Cloud CX solutions encompassing omnichannel ACD routing (voice, chat, email, messaging), IVR/IVA design using Architect flows, Genesys Dialog Engine Bot Flows, and third-party NLU integrations (Google CCAI, Amazon Lex).
- Design and oversee complex system integrations leveraging Genesys Cloud REST APIs, OAuth 2.0, webhooks, and data actions to connect CRM platforms (Salesforce, ServiceNow, Microsoft Dynamics), WFM/WEM tools, and enterprise data systems.
- Define SIP trunk architecture, BYOC (Cloud and Premises) configurations, DID/number management strategies, and network quality requirements (QoS, MPLS, SD-WAN) to ensure carrier-grade voice reliability.
- Develop detailed technical solution documentation including architecture diagrams, data flow maps, API integration specs, infrastructure sizing, and Genesys Cloud org configuration blueprints.
- Establish DevOps practices for Genesys Cloud delivery, including Terraform-based infrastructure-as-code (IaC) for org provisioning, CI/CD pipeline integration, and environment promotion strategies (dev/test/prod).
- Define quality assurance frameworks covering end-to-end testing of call flows, API integrations, failover scenarios, and performance benchmarking against SLA/KPI targets.
- Provide technical governance and mentorship to solution engineers and developers, enforcing architectural standards, Genesys Cloud best practices, and platform security/compliance requirements (GDPR, HIPAA, PCI-DSS).
- Serve as technical escalation point during pre-sales and delivery, bridging gaps between client IT/network teams, Genesys Professional Services, and internal delivery squads.
Looking for bilingual French-English Genesys Architects.
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Frequently Asked Questions
This is a full-time position located in Toronto, ON.
Proficiency across Genesys Cloud CX platform architecture and implementation is required, including REST API integration, SIP/WebRTC telephony, and requirements analysis. Experience in solution architecture, contact center technology design, and solution planning is suggested.
You will architect end-to-end Genesys Cloud CX solutions, including omnichannel routing, IVR/IVA design, Dialog Engine Bot Flows, and third-party NLU integrations, and oversee complex system integrations with CRM platforms and other tools using REST APIs, OAuth 2.0, webhooks, and data actions.
Yes, the role involves establishing DevOps practices for Genesys Cloud delivery, including Terraform-based IaC for org provisioning and CI/CD pipeline integration.
The role includes providing technical governance and mentorship, enforcing architectural standards and platform security/compliance requirements such as GDPR, HIPAA, and PCI-DSS.
Yes, you will serve as a technical escalation point during pre-sales and delivery, bridging gaps between client IT/network teams, Genesys Professional Services, and internal delivery squads.
