Genesys Cloud CX Architect

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Descrizione

We are seeking an experienced Genesys Cloud CX Architect to design, develop, configure and maintain customer experience and contact center solutions using the Genesys Cloud CX platform. This role involves building Architect flows, integrating systems, configuring routing strategies and ensuring optimal platform performance to support business objectives. Responsibilities Design, develop and enhance IVR/IVA flows using Genesys Architect Build and optimize call routing strategies, queues, skills, schedules and user configurations Development of bots using Genesys Dialog Engine (NLU/NLP) for voice and digital channels Creation of automation workflows using Genesys Cloud APIs, web services and 3rd-party integrations Configure telephony components including SIP trunks, DID routing, Edge settings and station setups Enable, configure and support digital channels such as chat, email, messaging and social media Deployment of new features, enhancements and platform updates as part of continuous improvement Integration of Genesys Cloud CX with external systems such as CRM, ticketing and authentication systems Utilization of REST APIs, webhooks and event streams for custom use cases Monitor performance, call flows, interaction paths and platform health Root-cause analysis of call failures, routing issues and telephony problems, providing L2/L3 technical support and collaborating with Genesys Care for escalations Creation of dashboards and custom reports using Genesys Analytics, analyzing

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