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Genesys Cloud Solutions Architect

2 months ago

Brisbane, Queensland, Australia Flight Centre Travel Group Full time

Hello, Olá, こんにちは, Bok

At Flight Centre Travel Group (FCTG), our mission is to 'open up the world for those who wish to explore'. Each day, we provide individuals globally the chance to embark on extraordinary journeys – travel.

As a Genesys Cloud Solutions Architect, you will be instrumental in enhancing our customer interactions and agent workflows while delivering substantial business benefits through our omni-channel contact centre as a service, with an emphasis on integration within our ecosystem.

Your role will be pivotal in ensuring smooth integration, effective channel routing, and engagement, as well as optimal experiences for both customers and users. If you thrive in collaborative environments with cross-functional teams to design, implement, and maintain resilient solutions that ensure high availability and performance to meet business goals, we encourage you to consider this opportunity.

Key Responsibilities:


• Architect and Develop Solutions: Design and implement innovative Genesys solutions to facilitate omni-channel contact centre operations.


• Facilitate Seamless Integration: Work alongside cross-functional teams to connect Genesys Cloud with CRM systems, telephony infrastructures, and digital communication channels.


• Enhance System Performance: Perform regular system evaluations, proactively resolving performance challenges to guarantee high availability and dependability.


• Improve Customer and Agent Experiences: Apply best practices in routing, IVR, and self-service mechanisms to enrich customer journeys and agent processes.


• Deliver Expert Support: Diagnose complex platform challenges, acting as the escalation point for critical incidents and providing effective resolutions.


• Maintain Documentation and Compliance: Ensure thorough documentation of system configurations and integrations, adhering to company policies and industry regulations.

Ideal Candidate Profile:


• Extensive Genesys Knowledge: A minimum of 5 years of practical experience with Genesys Cloud development and operations, coupled with a solid understanding of IVR and routing methodologies.


• Technical Expertise: Proficient in RESTful APIs, microservices architecture, and familiar with telephony systems and protocols.


• Analytical Problem-Solving: Strong analytical skills to identify and resolve intricate issues, ensuring smooth platform functionality.


• Team Collaboration: Proven track record of effective collaboration within cross-functional teams, fostering a cooperative atmosphere to achieve project objectives.


• Strong Communication Skills: Exceptional verbal and written communication abilities, capable of articulating technical concepts to non-technical audiences.


• Business Acumen: Awareness of financial implications and business drivers to make informed technical choices that align with business goals.


• Agile Experience: Familiarity with Agile methodologies, managing timelines and dependencies, and delivering high-quality software solutions.

Work Schedule: Standard hours apply, with occasional requirements for flexibility due to the global nature of the role.

Employee Benefits:

  • Explore destinations on your travel bucket list with exclusive discounts on travel and accommodation.
  • Participate in the Employee Share Scheme through Equate Plus.
  • Access in-house financial and health services, along with a 24/7 gym.
  • Engage in ongoing training and professional development through the Flight Centre Landing.
  • Benefit from internal progression opportunities through Brightness of Future: Employees are encouraged to pursue clear career pathways.
  • Access global career opportunities across a network of brands and businesses.
  • Participate in our Corporate Social Responsibility initiatives through the Flight Centre Foundation and Brighter Futures programs.
  • Enjoy various social events that promote networking, celebrate achievements, and foster a sense of community.

Our Commitment:

Flight Centre Travel Group is dedicated to fostering an inclusive and diverse workplace that supports your unique identity, creating better and safer experiences for all. We invite you to bring your authentic self to work, promoting inclusivity and collaboration.

About Us:

Since our inception, our vision has always been to open up the world for those who wish to explore.

As a global travel retailer, our workforce represents a variety of backgrounds, and our connections extend across more than 20 countries. Together, we form a family (we refer to ourselves as Flighties).

We provide genuine opportunities for personal and professional growth. We embrace new experiences, celebrate achievements, seize opportunities, and empower our people to discover their Brightness of Future.

We encourage you to DREAM BIG through collaboration and innovation, ensuring you are supported in transforming incredible ideas into reality. Together, we deliver quality, innovative solutions that delight our customers and fulfill our strategic objectives.

Core Values: Irreverence. Ownership. Egalitarianism.

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