Pr. Software Architect

Research and Development
200000SK Requisition #

Who is Genesys?

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered “Experience as a Service”SM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty.


Why Genesys needs you

We are investing 1 billion dollars in R&D over the next 4 years and need the right individuals to turn that investment into innovation. Genesys is bringing that innovation to customers through multi-cloud deployments in AWS, Azure, and Google Cloud. ‚Äč

Connections matter, at certain times with greater urgency. Whenever the moment, our technology facilitates those connections creating Experience as a Service. Our team members own their critical services and words like scalability, resiliency, and automation are at the heart of every service we provide. 


What you’ll do

The Genesys Multicloud Telecom team provides telecom services to the Genesys Engage platform. The internal Telecom global team is responsible for defining, architecting, installing, configuring, monitoring and maintaining a resilient global voice network and operates connectivity between our customers and our AWS, Google, and Azure instances.  We build scalable self-healing connectivity solutions for critical communications between our platform and our customers.

In this role, you’ll partner with product managers, software engineers, architects, and data scientists to support a variety of real-time multitenanted high quality voice services. The best person will have a strong Telephony background, not shy from the unknown, and have a can-do spirit. Our team creates the integral services that form the fundamental backbone of Genesys Multi-Cloud.

  • Analyze business requirements to define the architecture, framework, design, implement and support a multi-region fault tolerant voice network which includes Session Border Controllers, Media Gateways and other SIP based products.
  • Expert in the Area of Telecom, architecture, deployment, configuration, management, equipment, Monitoring, maintaining and documenting all of our VoIP/TDM related platforms.
  • Manage TSPs/Carriers and Telecom Vendors.
  • Assess vendor development/test strategies.
  • Documentation of architecture, design, process, and other system related documentation.
  • Monitoring traffic usage for customers and identifying potential problems.
  • Develop Automation strategies.
  • Develop Observability strategies.
  • Perform Telecom troubleshooting to isolate and diagnose Telephony problems.
  • Participation and scheduling of L2 On-Call shift coverage.
  • Provide support on occasional after-hours activities.


Who you are

  • You have Experience in Architecting designing, planning and implementing network solutions.
  • You understand state-of-the-art network designs.
  • You have knowledge of emerging telecom technologies.
  • You have experience with Public Cloud platforms (Azure/AWS etc).
  • You have extensive knowledge of SIP, RTP/SRTP, QoS, Codecs, MOS/R-factor and ISDN.
  • You have experience with monitoring tools such as Grafana, Prometheus, Zabbix etc.
  • You possess strong knowledge of Empirix, NetScout or other SIP protocol analyzers.
  • You have experience with Unix/Linux shell scripting, Ansible is a plus.
  • You can collaborate with engineering teams around the world.
  • You are willing to be hands-on with equipment as needed.
  • You have excellent written. interpersonal and verbal communication skills.
  • You have good organizational skills, ability to take a leadership role for complicated issues and ability to prioritize based on immediate needs.
  • You have BS/BA degree in Computer Science or Related field.


Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time. We utilize Zoom video meetings and phone calls during the interview process. We will be working remotely through at least June 30, 2021 in most locations and we are re-evaluating the opening date of all the Genesys offices on an ongoing basis.


Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics. 



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