Job description
The Integration Lead is responsible for the overall architecture, design, and delivery of robust integration solutions connecting CRM (such as SAP, ServiceNow, etc.) and Genesys Cloud. The primary objective is to enhance customer experience, improve service delivery efficiency, and enable seamless data flow between the front office (Genesys Cloud), service management (ServiceNow), and back-office ERP systems (SAP). This role requires a combination of technical hands-on expertise and strategic leadership. Key Responsibilities: Strategy and design: Define the integration strategy, architecture, and roadmap for connecting CRM system (SAP, ServiceNow, etc.)/other application and Genesys Cloud. Technical implementation: Lead the end-to-end implementation of integrations, including hands-on development and configuration. Stakeholder collaboration: Partner with business stakeholders, cross-functional teams, and solution architects to translate business requirements into scalable and maintainable technical solutions. Solution optimization: Continuously monitor and optimize integration performance, stability, and security. Problem resolution: Act as the primary point of contact for resolving complex integration issues and providing technical guidance. Documentation: Create and maintain detailed documentation of integration designs, configurations, and procedures. Governance: Participate in platform governance, change management, and solution lifecycle planning to enforce best practices. Required Skills and Experience: Proven experience with integration platforms (such as Snaplogic), application integration, CRM integration Proven experience with Data lake (Snowflake, Azure) Cloud expertise: Familiarity with cloud-based application deployment, management, and services (e.g., AWS services like Lambda, API Gateway). API knowledge: Experience with APIs, including developing and consuming them. Troubleshooting skills: Ability to read logs (e.g., SIP, Wireshark) and resolve application and integration issues. Experience: 6 - 8 years Preferred Qualifications: Strong communication and interpersonal skills, with the ability to translate technical concepts for non-technical audiences. Proven ability to build and manage relationships with stakeholders at all levels. 2-3 years of experience with Genesys Cloud CX (IVR, ACD, digital channels) & Genesys Cloud certifications will be an added advantage Extensive experience designing, building, and leading complex enterprise integration projects. Programming skills: Proficiency in one or more languages such as Java, Python, or C#. Integration experience: Experience with integration techniques, REST-based models, and event streams.
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