{"id":2874203,"url":"https://alion.io/job/unisys-genesys-cloud-cx-architect","title":"Genesys Cloud CX Architect","company":{"id":6839,"name":"Unisys","domain":"unisys.com","url":"https://alion.io/company/unisys","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":79,"open_postings":71,"ghost_share":0,"stale_share":0.845,"repost_share":0,"time_to_fill_p50_days":28,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Enterprise Apps","role_family":"Enterprise Apps","seniority":"staff","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Canberra, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":72000,"max_usd":184000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":479},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false}],"status":"live","first_seen_at":"2026-08-28T00:00:00Z","employer_posted_date":"2026-08-28","last_verified_at":"2026-10-21T20:38:17Z","board_verified":true,"closed_at":null,"days_open":55,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":55},"description":"What success looks like in this role:\nWe'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.\nSupporting and administering the Genesys Cloud CX platform and associated technologies.\nMonitoring platform health, routing performance, telephony services, and operational stability.\nTroubleshooting incidents across call routing, IVRs, Architect flows, queues, integrations, reporting, and telephony connectivity.\nDesigning, developing, and maintaining IVR and call flow solutions using Genesys Architect.\nSupporting integrations with CRM, workforce management, identity management, and reporting platforms.\nManaging SIP trunking, carrier connectivity, number provisioning, and telephony services.\nConducting root cause analysis and driving continuous service improvements.\nSupporting platform upgrades, new feature adoption, testing, and release validation.\nMaintaining technical documentation, support procedures, and knowledge articles.\nParticipating in an on-call roster supporting critical contact centre services.\nYou will be successful in this role if you have:\nGenesys Cloud CX Administration\nGenesys Architect (IVR & Flow Design)\nContact Centre Routing & Queue Management\nSIP Telephony & Voice Services\nWorkforce Engagement Management (WEM)\nAPI & Integration Support\nIncident, Problem & Change Management\nReporting & Analytics\nCloud Platform Administration\nITIL Service Management\nIf 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.\nUnisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.\nLocal employment practices and rights may vary by jurisdiction and are subject to applicable local laws. 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