What success looks like in this role:

We're looking for a Genesys Cloud CX Architect to support and enhance mission-critical contact centre environments for the Department of Home Affairs and Department of Health. You'll provide Level 2/3 support across Genesys Cloud CX, telephony, IVR and call flows, integrations, and contact centre operations, resolving complex issues, delivering platform enhancements, and ensuring reliable, high-performing services through proactive support, continuous improvement, and strong operational governance.

- Supporting and administering the Genesys Cloud CX platform and associated technologies.

- Monitoring platform health, routing performance, telephony services, and operational stability.

- Troubleshooting incidents across call routing, IVRs, Architect flows, queues, integrations, reporting, and telephony connectivity.

- Designing, developing, and maintaining IVR and call flow solutions using Genesys Architect.

- Supporting integrations with CRM, workforce management, identity management, and reporting platforms.

- Managing SIP trunking, carrier connectivity, number provisioning,



and telephony services.

- Conducting root cause analysis and driving continuous service improvements.

- Supporting platform upgrades, recent feature adoption, testing, and release validation.

- Maintaining technical documentation, support procedures, and knowledge articles.

- Participating in an on-call roster supporting critical contact centre services.

You will be successful in this role if you have:

- Genesys Cloud CX Administration

- Genesys Architect (IVR & Flow Design)

- Contact Centre Routing & Queue Management

- SIP Telephony & Voice Services

- Workforce Engagement Management (WEM)

- API & Integration Support

- Incident, Problem & Change Management

- Reporting & Analytics

- Cloud Platform Administration

- ITIL Service Management

If you're passionate about Genesys Cloud, enjoy solving complex contact centre challenges, and want to play a key role in supporting critical customer services, we'd love to hear from you.

📌 Genesys Cloud CX Architect (Canberra)
🏢 Unisys
📍 Canberra