Job Description

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 GlobalRecruiting@unisys.com. US job seekers can find more information about Unisys’ EEO commitment here.