Offer summary

Qualifications:

5+ years of experience as a Solution Architect in contact center environments, Proven experience implementing Genesys Cloud CX, Strong understanding of contact center technologies and workflows, Proficiency in API integration and development..

Key responsibilities:

Lead the migration from existing contact center platforms to Genesys Cloud CX

Analyze and prepare data for migration to ensure integrity

Develop custom scripts for complex integrations using Genesys API

Document solution architecture and ensure best practices are followed.

Job description

Company Description

BETSOL is a cloud-first digital transformation and data management company offering products and IT services to enterprises in over 40 countries. BETSOL team holds several engineering patents, is recognized with industry awards, and BETSOL maintains a net promoter score that is 2x the industry average.

BETSOL’s open source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 50% savings in total cost of ownership (TCO) and best-in-class performance.

BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for its customers.

BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore, India.

We take pride in being an employee-centric organization, offering comprehensive health insurance, competitive salaries, 401K, volunteer programs, and scholarship opportunities. Office amenities include a fitness center, cafe, and recreational facilities.

Job Description

Position Overview

We are seeking an experienced Solution Architect to lead our migration and implementation of Genesys Cloud CX. The ideal candidate will have deep experience with contact center platforms, particularly Genesys Cloud CX, and strong technical skills to support complex migration activities. This role requires someone who can bridge the gap between business requirements and technical implementation, with a focus on modernizing our contact center operations through cloud capabilities.

Key Responsibilities

Lead the technical aspects of migrating from existing contact center platform to Genesys Cloud CX
Analyze, interpret, and prepare existing data for migration to ensure data integrity and continuity
Map existing outbound dialer strategies to new cloud-based dialer functionality
Develop custom scripts and solutions for complex integrations using the Genesys API hub
Translate current KPIs and reporting requirements to Genesys Cloud capabilities
Collaborate with the existing team to identify opportunities to modernize processes
Design and implement true omni-channel experiences leveraging Genesys Cloud capabilities
Provide first-level support, including issue triage and translation of cloud concepts for the team
Document solution architecture and implementation plans
Ensure the implementation follows best practices and meets business requirements

Qualifications

Required Qualifications

5+ years of experience as a Solution Architect in contact center environments
Proven experience implementing Genesys Cloud CX (formerly PureCloud)
Strong understanding of contact center technologies, workflows, and operations
Experience migrating from legacy contact center platforms to cloud solutions
Strong knowledge of outbound dialer strategies and implementation
Proficiency in API integration and development (REST, webhooks, etc.)
Experience with Genesys' AppFoundry ecosystem and integration capabilities
Contact center reporting and analytics expertise
Understanding of IVR design, call flows, and routing strategies
Excellent problem-solving and troubleshooting skills

Preferred Qualifications

Genesys Cloud certifications (Genesys Cloud CX Consultant, Developer, or similar)
Experience with multiple contact center platforms (for migration context)
Knowledge of workforce management and quality management solutions
Experience with CRM integrations (Salesforce, Microsoft Dynamics, etc.)
Familiarity with cloud infrastructure (AWS, Azure, or GCP)
Understanding of omnichannel strategy implementation
Experience with contact center compliance requirements
Project management experience in technology implementation projects

Technical Skills

Genesys Cloud CX architecture and implementation
API development and integration
JavaScript, Python, or other programming languages for custom development
Data migration tools and methodologies
Cloud infrastructure concepts
Contact center IVR and call flow design
Knowledge of omni-channel routing and queue management
Analytics and reporting solutions

Soft Skills

Strong communication skills to translate technical concepts to business stakeholders
Ability to work effectively with cross-functional teams
Problem-solving and analytical thinking
Adaptability and flexibility in a rapidly changing environment
Leadership capabilities to guide implementation teams
Customer-focused approach to solution design
Documentation and knowledge transfer abilities

Additional Information

This position offers the opportunity to play a key role in transforming contact center operations through cutting-edge cloud technology. The ideal candidate will combine technical expertise with business acumen to ensure a successful implementation that delivers enhanced customer and agent experiences.

Required profile