Genesys Architect - IVR and Backend Tools

About the role

Gallagher is looking for an experienced Genesys Architect to design, develop and maintain IVR (Interactive Voice Response) systems and other backend tools supporting its Contact Center operations. The role focuses on architecture, integration and backend development, and plays a key part in improving customer experience and operational efficiency through scalable, robust solutions.

Key responsibilities

• Design, develop and implement IVR solutions using Genesys or other Contact Center platforms, working with stakeholders to turn requirements into call flows and optimise them for shorter call handling times and better self-service.
• Build and maintain backend tools and integrations, including APIs and middleware connecting CRM, WFM and telephony platforms, keeping systems scalable, secure and performant.
• Design resilient architectures for Genesys and integrate it with third-party systems such as CRM, databases and reporting platforms, while acting as technical lead on architecture and integration best practices.
• Monitor and maintain systems for high availability, troubleshoot IVR, backend and integration issues, and apply updates, patches and upgrades.
• Act as a subject matter expert, communicate technical solutions clearly to non-technical stakeholders, and create and maintain documentation for call flows, architecture and backend tools.
• Provide training and support to team members and end-users, and stay up to date with the latest Genesys and Contact Center technologies.

Required profile

• Bachelor's degree in Computer Science, Information Technology or a related field, or equivalent work experience.
• 5+ years of experience in Genesys architecture, IVR development or similar roles.
• Hands-on experience with Genesys Engage, Genesys Cloud or other Contact Center platforms.
• Experience in backend development, API integration and middleware solutions.
• Knowledge of telephony protocols (SIP, VoIP) and Contact Center metrics.

Required skills

• Genesys tools such as Composer, Designer, Interaction Routing Designer and SIP Server.
• Programming in Java, Python or C#.
• APIs, REST/SOAP web services and SQL or NoSQL databases.
• Familiarity with cloud platforms (AWS, Azure) and containerization (Docker, Kubernetes) is a plus.