Cloud • irvine ca
We are seeking a Genesys Cloud Architect to own and manage our contact center and telephony infrastructure on a day-to-day basis.This role is responsible for the administration, configuration, and ...Show more
Cloud Compute & Infrastructure Engineer (C++) Orange County, California What "good" looks like :.One short stint is explainable — two or three is a pattern, and client will pass immediately.Primary...Show more
Role Overview** Mercor is partnering with leading AI labs on **Project Atlas** — an initiative to build realistic enterprise environments that frontier AI agents are trained and evaluated in.We're ...Show more
Headquartered in the United States,.The company is committed to delivering innovative products that enhance people's lives through faster, more reliable connectivity.With a commitment to excellence...Show more
Join a team that puts its People First! Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people.They are passionate about what they do, and we are equally passionate abou...Show more
We anticipate the application window for this opening will close on - 8 May 2026.At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare acces...Show more
Full-Time (W2 Preferred) / Contract Considered.Orange County, CA (Remote to start and will transition to On-Site Required).We are looking for a senior developer with strong Google Cloud Platform ex...Show more
Role Overview** Mercor is partnering with leading AI labs on **Project Atlas** — an initiative to build realistic enterprise environments that frontier AI agents are trained and evaluated in.We're ...Show more
Job title – Devops CloudSecurity Engineer.Work location – San Antonio TX or Irvine, CA.Is it Hybrid, onsite or remote position - Onsite.Tentative Start date - Immediate.Mandatory skills – DevOps Ha...Show more
Role: Cloud Security Architect (AWS) Location: Irvine, CA (Onsite) &...Show more
We are seeking a motivated and detail-oriented.The ideal candidate will have foundational experience in cloud platforms, automation, and CI/CD processes.You will work closely with development and o...Show more
Architect and manage enterprise-wide network connectivity between cloud environments, 180+ remote sites, and third-party services.Design and maintain routing protocols (e.BGP), SD-WAN policies, and...Show more
Are you a visionary security expert with a passion for innovation and hands-on engineering? We're looking for a Principal Cloud and AI Security Architect to lead our organization's quest for a secu...Show more
Contract to hire – so look for independent consultants.To design and develop cutting edge, highly available and scalable features.To maintain and grow your knowledge in an environment of rapidly ch...Show more
Infosys is seeking an Oracle Fusion Cloud Financials Consultant.The position will primarily be responsible for driving the end-to-end solution for financials.The selected candidate should be expert...Show more
Support day-to-day administrative and operational activities for the cloud/infrastructure team.Coordinate team meetings, prepare materials, and track action items and updates.Assist with purchasing...Show more
Cloud Security Architect Location – Irvine, CA Company Overview Hyundai AutoEver America (HAEA) , the dynamic IT powerhouse behind Hyundai Motor Corporation, a Fortune 500 global leader in the auto...Show more
Principal Cloud & AI Architect- Bilingual Korean Location: West Coast, USA with open to travel to Orange County, CA as needed- 50-60% Duration: 6 months Role Overview: The Principal Cloud & AI Arch...Show more
The average salary range is between $ 103,563 and $ 173,168 year , with the average salary hovering around $ 130,842 year .
We are seeking a Genesys Cloud Architect to own and manage our contact center and telephony infrastructure on a day-to-day basis.
This role is responsible for the administration, configuration, and troubleshooting of our Genesys Cloud CX contact center platform, its CTI integration with Salesforce (Litify), and our Invoca call tracking system.Our environment processes approximately 200+ inbound calls per day across multiple office lines, with call data flowing through Invoca for marketing attribution, Genesys Cloud CX for call routing and agent management, and Salesforce/Litify as our CRM and legal case management platform.
Key Responsibilities
Genesys Cloud CX Platform Administration
•
Manage day-to-day Genesys Cloud CX configuration including queues, skills, routing policies, and agent assignments
•
Build, modify, and maintain Architect IVR call flows, schedules, and routing logic
•
Configure and manage DIDs, phone number assignments, and call forwarding rules
•
Monitor real-time and historical contact center metrics (queue wait times, agent utilization, call volumes)
•
Administer wrap-up codes, dispositions, and after-call work configurations
•
Manage user accounts, roles, permissions, and agent licensing within Genesys Cloud CX
•
Troubleshoot call quality issues, dropped calls, and routing failures
•
Manage workforce engagement features including scheduling and adherence monitoring
Genesys CTI & Salesforce Integration
•
Administer the Genesys Cloud for Salesforce CTI adapter (purecloud managed package), ensuring reliable call logging and screen pop functionality
•
Configure and maintain Activity Attribute field mappings between Genesys call properties (call.ani, call.callednumber, call.conversationId, etc.) and Salesforce Task fields
•
Expand CTI data capture by mapping additional Genesys interaction attributes (queue name, IVR time, ACD time, agent notes, wrap-up codes) to custom Salesforce fields
•
Ensure call records (Tasks) are properly linked to Contacts and Intake records in Litify
•
Troubleshoot CTI issues, including failed screen pops, missing call logs, incorrect field mappings, and agent softphone connectivity
•
Work with Salesforce administrators to build automations (Flows/Triggers) that enrich Intake and Contact records with call data
Invoca Call Tracking Integration
•
Manage the Invoca-to-Genesys call routing configuration, including tracking number assignments and ring-to destinations
•
Ensure UTM and marketing attribution data flows accurately from Invoca through to Salesforce Intake records
•
Troubleshoot discrepancies between Invoca call data and Salesforce records
•
Coordinate with marketing on tracking number provisioning, campaign setup, and promo number descriptions
•
Monitor Invoca webhook deliveries and integration health
Internal Support & Tickets
•
Serve as the primary point of contact for all phone system and contact center related tickets
•
Respond to agent-reported issues (softphone problems, call transfer failures, login issues, audio quality)
•
Handle requests for new queue creation, IVR changes, schedule modifications, and routing adjustments
•
Onboard new agents into Genesys Cloud CX and configure their CTI softphone setup in Salesforce
•
Document system configurations, procedures, and troubleshooting guides
Required Qualifications
•
7+ years of hands-on experience administering Genesys Cloud CX (formerly PureCloud), including Architect IVR flows, queue management, ACD routing, and workforce engagement features
•
2+ years of experience configuring and troubleshooting Genesys CTI integrations with Salesforce, including the Genesys Cloud for Salesforce managed package (purecloud), Activity Attribute mappings, Interaction Attribute screen pops, and call activity logging
•
2+ years of experience with Salesforce administration, including custom objects, custom fields, Flows, and managed package configuration
•
Working knowledge of Invoca or similar call tracking platforms (CallRail, Marchex, DialogTech)
•
Understanding of telephony concepts: SIP trunking, PSTN, DIDs, ANI/DNIS, IVR, ACD, call forwarding, and call recording
•
Experience with Salesforce Task/Activity record management and understanding of WhoId/WhatId relationships
•
Strong troubleshooting skills with the ability to trace data flows across multiple integrated systems (Invoca → Genesys → Salesforce)
