Unisys

Global IT services, cloud, cybersecurity, analytics

Genesys Cloud CX Architect

Enterprise ApplicationsConfirmed live in the last 24 hours

Full-timeCanberra ACT, AustraliaNo salary listedIn-person

About the Job

Requirements

Genesys Cloud CX administration.
Genesys Architect for IVR and flow design.
Contact centre routing and queue management.
SIP telephony and voice services.
Workforce Engagement Management (WEM).
API and integration support.
Incident, problem, and change management.
Reporting and analytics.
Cloud platform administration.
ITIL service management.

Responsibilities

Support and administer the Genesys Cloud CX platform and associated technologies.
Monitor platform health, routing performance, telephony services, and operational stability.
Troubleshoot incidents across call routing, IVRs, Architect flows, queues, integrations, reporting, and telephony connectivity.
Design, develop, and maintain IVR and call flow solutions using Genesys Architect.
Support integrations with CRM, workforce management, identity management, and reporting platforms.
Manage SIP trunking, carrier connectivity, number provisioning, and telephony services.
Conduct root cause analysis and drive continuous service improvements.
Support platform upgrades, new feature adoption, testing, and release validation.
Maintain technical documentation, support procedures, and knowledge articles.
Participate in an on-call roster supporting critical contact centre services.
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.

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.

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.

If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [email protected]. US job seekers can find more information about Unisys’ EEO commitment here.

About the Company

Unisys

Global IT services, cloud, cybersecurity, analytics

Unisys provides IT services and solutions to businesses and governments, focusing on digital transformation, cloud services, cybersecurity, and data analytics. Solutions are delivered through tailored consulting, managed services, and the sale of proprietary software and hardware to modernize operations, secure IT, and extract insights from data. The company differentiates itself by serving heavily regulated industries with strong security frameworks and by emphasizing ethical technology deployment, supported by thought leadership on topics like blockchain and low-code development. Its goal is to help organizations navigate digital transformation safely, efficiently, and responsibly while driving innovation.

Company size: 1-10
Company stage: IPO
Headquarters: Bethel Township, Pennsylvania
Founded: 1984

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