Job Description

We’re looking for a Genesys Cloud CX Solution Architect / Administrator to lead the design, implementation, and support of Our client Genesys Cloud CX CCaaS platform . This is a great opportunity to apply your Genesys expertise, telephony knowledge, and integration skills in a high-profile public sector environment, working closely with both internal teams and an external vendor partner.

Job Title: Genesys Cloud CX Solution Architect / Administrator

Location: Toronto, ON (Hybrid) (4 Day's Onsite in a month)

Duration: 12+ Months (6+ Months Extension)

Key Responsibilities

• Lead the design, configuration, and optimization of the Genesys Cloud CX platform, including call flows, IVR, queues, and integrations.
• Act as the primary system administrator for provisioning, RBAC, telephony configuration, and license management.
• Collaborate with vendors and internal teams to integrate with WFM/QA systems (e.g., Verint), telephony carriers, SIP trunks, and Azure AD (SSO/SCIM) .
• Develop migration and cutover plans, including test scenarios with QA teams.
• Monitor platform performance, resolve technical issues, and tune call flows to meet CX KPIs and SLAs .
• Create and maintain system documentation, user guides, and training materials , delivering knowledge transfer to IT and operations staff.
• Ensure compliance with organizational security policies and data protection standards while staying current with Genesys platform updates.

Must-Have Skills

✅ 7+ years’ experience with Genesys Architect call flows, digital channels, and ACD routing

✅ 7+ years’ experience deploying VOIP/telephony systems (SIP, SBCs, QoS, E-911, number plans)

✅ 7+ years’ experience with SSO/SAML and user lifecycle management via SCIM or Azure AD provisioning

✅ 7+ years’ experience utilizing REST APIs for integrations

✅ Strong background in system administration, troubleshooting, and vendor collaboration

Nice-to-Have Skills

• Genesys Cloud CX certifications
• Experience integrating with WFM/QA platforms (e.g., Verint)
• Familiarity with ITIL, DevOps CI/CD, and Agile frameworks
• Strong communication skills to bridge technical and non-technical stakeholders
• Experience in public sector or enterprise-scale contact center implementations

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