Genesys Architect

| Austin
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THE COMPANY, Inc. is an online legal technology company. LegalZoom provides legal solutions in various common categories including copyrights, DBAs, divorce, business formation, trusts, wills, name changes, patents, power of attorney, pre-nuptial agreements, real estate leases, trademark registration. The company also provides a directory of attorneys as a certified California attorney referral service and offers flat fee legal plans with member-reviewed attorneys.


This role will report into the Senior Director, Contact Center Technology


This position will require an individual who can work with minimal supervision on a wide range of projects working with business analysts, product developers, & engineers to align our long term architecture to deliver elasticity, security, and modularity. The ideal candidate needs to have a self-driven ability to stay current on relevant technologies to provide the guidance needed to ensure that Legalzoom leverages the right capabilities to meet our business needs and reduce our “Go To Market” cycle time for new product development and deployment.  They need hands on experience with the full suite of Genesys contact center applications such as Routing framework, OCS, GWE (proactive chat, co-browse), GMS, Genesys WFM, Infomart, Interactive Insights, Pulse, Virtual Hold, GIR and Speech Analytics.


  • In conjunction with Director, Contact Center Operations, Chief Architect and departmental leaders, establish and evangelize a holistic architecture, framework, standards, and best practices
  • Work closely with different teams to understand challenges, solicit feedback, and help them understand and embrace patterns, tools, concepts and frameworks
  • Be actively involved in building the technology roadmap and gain consensus and buy-in to bring the roadmap to fruition
  • Create easy-to-consume documentation on complex or abstract concepts
  • Understand product and operational requirements and translate them into architectural requirements to achieve company’s strategic goals
  • Suggest improvements/new technologies to the enterprise to support new capabilities as required by the business
  • Lead/review design to ensure systems exhibit expected levels of performance, security, scalability, maintainability, and reliability upon deployment
  • Evangelize architectural standards/patterns and mentor other members of the technology organization
  • Spearhead proof of concept efforts in order to prove out technology choices and organizational fit
  • Ensure that technical strategies and architectures are in regulatory and security compliance
  • Develop a thorough knowledge and understanding of cross-system integration, interactions and relationships in order to develop an enterprise information view
  • Update knowledge and continue to develop by participating in educational opportunities, reading professional publications, maintaining professional networks, participating in professional organizations


  • 10+ years of intense technical experience in the areas of contact center ACD, skills based routing, WFM, call recording, and reporting
  • BA or BS degree in computer science, information systems or equivalent experience
  • 6+  years professional knowledge and experience in the design, configuration and implementation of Genesys 8.x Framework, CIM, SIP Server, HA architecture, Multi-Channel Routing, Mobile Services and Genesys Web Engagement
  • Strong understanding of networking technologies including; TCP/IP, DHCP, TFTP, VLAN, SIP, UDP, QoS, and VoIP
  • Proven ability to create design diagrams
  • Must be a responsive, flexible team player that is an entrepreneur and self-starter
  • Experience with continuous integration, unit testing, static analysis, and automated integration tests. Continuous delivery experience preferred
  • Working knowledge of deployment / hosting architectures including virtualized systems, application containers and cloud based solutions
  • Experience in a heterogeneous environment (e.g. Linux, Windows, .NET, etc.) and willing to pick the right technology to meet the business need
  • The ability to coordinate well with a team as well as show personal initiative and take ownership of projects
  • Balance short term versus long term actions, strategic vs tactical requirements, while continuing to align the architectural road map to achieve the strategic vision
  • Excellent communication (both written and verbal), interpersonal skills and experience in presenting to business and technical teams in an effective and persuasive manner
  • Strong analytical and problem solving skills with attention to detail
  • Proven track record of meeting commitments while working on multiple projects at once


  • Master’s Degree in Computer Science, Software Engineering or related field
  • Experience with redesigning and re-architecting complex and heavily used legacy software systems without end user impact
  • Experience integrating Genesys with third party applications including but not limited to Salesforce
  • Extensive knowledge in GRAT Genesys Orchestration Server, Genesys Rules Engine and URS
  • Possess current Genesys certifications


Work is primarily performed in a typical business office environment setting using standard office equipment. Occasional travel may be required.

LegalZoom is an Equal Opportunity Employer, dedicated to diversity.

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9900 Spectrum Dr, Austin, TX 78717
9900 Spectrum Dr, Austin, TX 78717

What are LegalZoom Perks + Benefits

Health Insurance & Wellness Benefits
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Additional Perks + Benefits

Benefits are an important part of your total rewards package here at LegalZoom. We offer a competitive and comprehensive benefits package with various choices for your and/or family members’ welfare needs. We provide these benefits not only to support you through important events in your life, but also to enhance your life outside work and help you prepare for the future.

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