Genesys Cloud CX Architect (Salesforce Integration)
Description
About the role
📢 We are looking for IT talent specialized in Contact Center platforms and digital transformation!
At Grupo PROEDUCA, a leader in online higher education, we are looking for a Genesys Cloud CX Architect to join the technology team and take on the technical responsibility for the configuration, evolution, and integration of the Genesys Cloud CX platform with Salesforce.
This is a strategic role within the business applications ecosystem, where you will act as the Genesys technical reference, working closely with the Salesforce teams and the Admissions departments to design improvements, solve complex challenges, and ensure the continuous evolution of the solution.
You will join an international environment, with teams in Spain and Latin America, working under a follow-the-sun model, where autonomy, analytical skills, and a focus on continuous improvement are highly valued.
What you'll do
Configuration, administration, and maintenance of Genesys Cloud: Architect flows (voice, IVR, routing, queues, skills), users and permissions, telephony, and general platform configuration.
Design, evolution, and optimization of customer service and contact flows according to business needs.
Direct technical collaboration with the Salesforce team on the Genesys-Salesforce integration (CTI connector / Genesys Cloud for Salesforce, data synchronization, screen pops, click-to-dial, cross-reporting), participating in the design, deployment, and troubleshooting of the integration.
Act as level 3 support for incident resolution: analyze and resolve cases escalated by technicians regarding platform or defined flow malfunctions, including case management with the vendor support when applicable.
Liaise with admissions directors to clarify functional questions about the tool, identify improvement opportunities, and support the adoption of new functionalities.
Create and maintain technical and functional documentation: architecture, flow diagrams, user manuals, and procedures.
Participate in platform evolution projects: new implementations, migrations, and deployment of new capabilities (digital channels, callbacks, reporting, etc.).
What we're looking for
Minimum 5 years of experience working with Genesys (Genesys Cloud CX experience is essential), in platform implementation, configuration, and administration tasks.
Proven participation in large-scale projects, with special value placed on experience in international projects and coordination with teams distributed across different time zones.
Strong technical knowledge in designing and building flows with Architect and in the Genesys Cloud integration ecosystem (APIs, data actions, connectors).
Ability to communicate with non-technical business profiles: skill in explaining the tool in functional terms and gathering requirements.
Analytical and proactive profile, accustomed to diagnosing complex platform and flow incidents.
Nice to have
Previous experience in Genesys-Salesforce integrations or knowledge of the Salesforce ecosystem (Sales Cloud).
Official Genesys certifications (Genesys Cloud CX Certified Professional / Specialist).
Experience with other contact center platforms (Genesys Engage, Avaya, Talkdesk, Presence) that provides a comparative perspective.
Knowledge of telephony/VoIP (SIP, SBCs) and contact center environments in general.
What you'll get
✅ Permanent contract with a highly stable group in continuous growth.
📍 Hybrid model: 100% on-site for the first month, then hybrid with 50% remote work.
🕒 Flexible schedule: Mon–Thu from 9:00 to 18:15 and Fri from 9:00 to 14:00.
🏢 Offices in Pozuelo de Alarcón, very well connected (3 minutes from the train).
💳 Flexible compensation plan: health insurance, transport, childcare, gourmet card...
🎓 Ongoing training with up to 80% discount on UNIR degree programs.
🚀 26 vacation days + 4 personal days + a bank of 16 hours per year.
🤝 A professional, stable team with a great working atmosphere, focused on the long term.
📩 We want to meet you!
If you are passionate about customer experience platforms, system integrations, and the continuous improvement of key business technology solutions, this is your opportunity!
Additional information
The EDUCATIVO Group is firmly committed to equal opportunities and diversity, thereby creating an environment free from all discrimination.