Genesys Cloud CX Architect

What success looks like in this role:

We're looking for a Genesys Cloud CX Architect to support and enhance mission-critical contact centre environments for the Department of Home Affairs and Department of Health. You'll provide Level 2/3 support across Genesys Cloud CX, telephony, IVR and call flows, integrations, and contact centre operations, resolving complex issues, delivering platform enhancements, and ensuring reliable, high-performing services through proactive support, continuous improvement, and strong operational governance.

• 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

If you're passionate about Genesys Cloud, enjoy solving complex contact centre challenges, and want to play a key role in supporting critical customer services, we'd love to hear from you.