About ARAs Client
ARAs Client is a global leader in strategy, technology consulting and digital services, enabling clients in more than 100+ countries to implement cutting edge solutions in their transformation journey. They helps businesses become digital-first and digital-ready. The company has a global presence with 600000+ employees ( 200000+ in India).
Location - Pan India Open
Role Summary
Technology Architect Genesys Cloud CX will lead the design, architecture, migration, and deployment of enterprise-grade contact center solutions. This role combines hands-on technical leadership with strategic architecture ownership, ensuring scalable, secure, and high-performing customer experience platforms built on Genesys Cloud CX.
Key Responsibilities
- Lead end-to-end architecture and solution design for Genesys Cloud CX deployments
- Translate business and functional requirements into scalable, maintainable technical solutions
- Design architectures aligned with security, compliance, and operational standards
- Oversee implementation of voice, IVR, routing strategies, omnichannel (chat, email, SMS), bots, and WFM
- Configure and manage integrations with CRM, ERP, databases, and third-party platforms
- Act as SME for Genesys Cloud CX, defining design and deployment best practices
- Participate in governance, change management, and solution lifecycle planning
- Mentor and guide engineering and delivery teams
- Collaborate with security, network, platform engineering, and enterprise architecture teams
- Troubleshoot complex production and staging issues and support escalations
- Drive continuous optimization using new Genesys Cloud features and industry trends
- Maintain detailed documentation, architecture diagrams, and compliance artifacts
Must-Have Qualifications
- 15+ years of experience in contact center technologies
- 4+ years of hands-on experience with Genesys Cloud CX
- Proven experience designing and deploying complex enterprise contact center solutions
- Strong expertise in Genesys Cloud administration, IVR design, call flows, and routing
- Hands-on integration experience using APIs, JSON, and JavaScript
- Experience integrating with Salesforce, ServiceNow, MS Dynamics, or similar platforms
- Strong understanding of SIP, WebRTC, and telephony standards
