Service Mgmt Sr. Analyst
unisys
Genesys Cloud CX Architect
unisys· 200 Unisys Australia Pty Limited
About this role
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, new 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.
Unisys 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.
Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.
If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com. US job seekers can find more information about Unisys’ EEO commitment here.
Frequently Asked Questions
Is the salary disclosed for the Genesys Cloud CX Architect position at unisys?
The salary for this Genesys Cloud CX Architect role at unisys is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Genesys Cloud CX Architect position at unisys located?
This Genesys Cloud CX Architect role at unisys is based in Canberra, ACT, Australia. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Genesys Cloud CX Architect role at unisys full-time or part-time?
This is listed as a Full time position. It is posted as a Genesys Cloud CX Architect role in the 200 Unisys Australia Pty Limited department at unisys.
Which team or department does the Genesys Cloud CX Architect at unisys belong to?
This Genesys Cloud CX Architect position is part of the 200 Unisys Australia Pty Limited department at unisys. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Genesys Cloud CX Architect position at unisys?
Click the "Apply Now" button on this page. You will be redirected to unisys's official application portal hosted on workday where you can submit your application directly.
When was the Genesys Cloud CX Architect job at unisys posted?
This Genesys Cloud CX Architect position at unisys was posted on Aug 28, 2026. Apply as soon as possible — early applications are often reviewed first.
Genesys Cloud CX Architect
unisys
You'll be redirected to unisys's official application page on Workday.