Solution Architect – Genesys Cloud / CTI

About the Role: We are seeking an experienced Solution Architect with 7–9 years of relevant experience to join an enterprise insurance organisation. The role focuses on designing and implementing Genesys Cloud CX as the CTI platform for enterprise Case Management / CRM systems such as Microsoft Dynamics 365. The successful candidate will bridge business requirements and technical execution while working closely with regional IT, Operations and Business stakeholders.

Key Responsibilities:

• Design end-to-end Genesys Cloud and CTI solutions based on business and technical requirements.
• Develop integration architecture between Genesys Cloud, Microsoft Dynamics 365 and other enterprise applications.
• Design solutions covering voice, IVR, call routing, queues, skills-based routing and omnichannel capabilities.
• Provide technical architecture for softphone and hardware-based telephony environments.
• Produce HLD, LLD, integration specifications and technical documentation.
• Work with infrastructure, network, security, application and vendor teams throughout solution delivery.
• Provide technical leadership during implementation, testing and deployment.
• Identify architecture risks, dependencies and integration challenges and recommend appropriate solutions.
• Support complex technical issues relating to Genesys Cloud, CTI, telephony and enterprise integrations.

Requirements:

• 7–9 years of relevant experience in Solution Architecture, Contact Centre, CTI or related technology.
• Strong hands-on experience with Genesys Cloud CX.
• Proven experience designing and implementing Contact Centre / CTI solutions.
• Strong knowledge of Genesys Cloud Architect, IVR, call routing, queues and omnichannel solutions.
• Experience with Genesys Cloud APIs and enterprise integrations.
• Good understanding of SIP, VoIP and enterprise telephony.
• Experience with both Softphone and hardware-based telephony.
• Experience integrating Genesys Cloud with Microsoft Dynamics 365 or similar CRM / Case Management platforms.
• Good knowledge of REST APIs, web services and enterprise integration architecture.
• Strong solution design, analytical and stakeholder management skills.
• Experience working with regional or multinational teams.

Do note that we will only be in touch if your application is shortlisted.

Agensi Pekerjaan Robert Walters Sdn Bhd
Business Registration Number : 729828-T
Licence Number : JTKSM 423C