Acrisure · 7 hours ago
Lead Genesys Cloud Platform Architect
Austin, TX
Full-time
Onsite
Senior Level, Lead/Staff
7+ years expAcrisure is a global fintech leader that empowers businesses and individuals with innovative solutions. They are seeking a Lead Genesys Cloud Architect to design, implement, and optimize enterprise-grade contact center solutions using Genesys Cloud CX, ensuring alignment with business objectives and managing key performance indicators.
Financial ServicesInsuranceInsurTech
Responsibilities
Architect scalable, secure, and resilient Genesys Cloud solutions tailored for enterprise contact centers
Design omnichannel routing strategies (voice, chat, email, social) to optimize customer interactions
Implement advanced IVR flows, queue management, and predictive routing for improved service levels
Develop robust integrations between Genesys Cloud and CRM platforms, with a strong focus on Salesforce Service Cloud and Salesforce Sales Cloud
Utilize APIs, webhooks, and middleware to enable real-time data exchange across enterprise systems
Implement event-driven architectures and leverage streaming technologies (e.g., Kafka) for dynamic data flows
Define and track KPIs for product development and launch, including Time-to-Market for new features and integrations, System Uptime & Reliability targets, Customer Experience Metrics (CSAT, NPS) post-launch, and Cost Optimization Goals
Collaborate with product managers and stakeholders to ensure KPIs align with business objectives
Provide regular reporting and insights to leadership on progress against KPIs
Enable automation of workflows using Genesys Cloud APIs and scripting languages (Python, PowerShell)
Integrate advanced analytics and reporting tools for actionable insights into customer interactions and agent performance
Support AI-driven features such as chatbots, voicebots, and predictive engagement
Ensure adherence to security best practices and compliance standards (PCI DSS, GDPR, HIPAA)
Implement identity and access management strategies for secure user provisioning
Serve as a technical leader and mentor for engineering teams, guiding best practices in cloud architecture
Collaborate with business stakeholders to align technical solutions with strategic objectives
Manage vendor relationships and oversee third-party integrations
Qualification
Required
7+ years of experience in contact center technologies, with at least 3 years in Genesys Cloud architecture
Proven expertise in Salesforce integration and CRM connectivity
Strong understanding of SIP, VoIP, telephony protocols, and omnichannel routing
Proficiency in API development and integration (REST, JSON, OAuth)
Knowledge of modern data integration patterns (event-driven, streaming, microservices)
Bachelor's degree in Computer Science, Information Technology, or related field
7–10+ years in engineering roles delivering Genesys Solutions
Genesys Cloud certifications (e.g., Genesys Cloud Certified Professional)
Experience with AWS or Azure cloud platforms
Familiarity with DevOps practices and CI/CD pipelines
Strong leadership, communication, and stakeholder management skills
Ability to manage multiple projects and deliver under tight deadlines
Benefits
Comprehensive medical insurance
Dental insurance
Vision insurance
Life and disability insurance
Fertility benefits
Wellness resources
Paid sick time
Generous paid time off and holidays
Employee Assistance Program (EAP)
A complimentary Calm app subscription
Immediate vesting in a 401(k) plan
Health Savings Account (HSA) and Flexible Spending Account (FSA) options
Commuter benefits
Employee discount programs
Paid maternity leave
Paid paternity leave (including for adoptive parents)
Legal plan options
Pet insurance coverage
Company
Acrisure
Acrisure offers financial services solutions for insurance, reinsurance, real estate, cyber services, and asset and wealth management.
10001+ employees
H1B Sponsorship
Acrisure has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2022 (2)
Funding
Current Stage
Late StageTotal Funding
$11.37BKey Investors
Bain Capital Special SituationsAbu Dhabi Investment AuthorityBDT & MSD Partners
2025-06-06Debt Financing· $550M
2025-05-20Private Equity· $2.1B
2024-06-05Debt Financing· $1.6B
Leadership Team
Greg Williams
Co-Founder, Chairman & CEO
Mark Wassersug
Chief Technology Officer
Recent News
Beinsure - Insurance, Reinsurance, InsurTech Insights
2026-01-14
2025-12-08
Company data provided by crunchbase