You will design how customer inquiries get automated in Genesys Cloud for a client in Germany. Virtual Agent and Copilot are already live; the next step is a reusable architecture and design framework that lets the client scale automation and connect it to backend systems. The role is design only - no implementation.
What you will be responsible for
- A reusable architecture and design framework for scaling customer-inquiry automation in Genesys Cloud
- Reference artefacts for concrete use cases: sequence descriptions, API and event patterns
- Integration patterns between Genesys Cloud (Virtual Agent, Copilot) and backend systems
- Documentation the client's team can build on after the engagement
What we expect from you
- Hands-on architecture experience with Genesys Cloud CX, ideally including Virtual Agent / Copilot or other conversational AI
- Experience designing API- and event-driven integrations between a contact-center platform and backend systems
- Ability to turn use cases into clear design artefacts (sequence diagrams, integration patterns)
- Fluent English; German is a plus, not a requirement
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