About this role
We are looking for an experienced Genesys Cloud Architect to lead the design, architecture, and evolution of cloud-based contact center solutions. In this role, you will be responsible for defining the technical vision, designing scalable and resilient architectures, and ensuring alignment with business objectives and enterprise technology strategy. You will act as a key technical leader, working closely with business stakeholders, product owners, and cross-functional engineering teams to deliver integrated, future-ready customer experience solutions built on the Genesys Cloud CX platform.
Responsibilities:
Lead the end-to-end architecture and design of Genesys Cloud CX solutionsTranslate business requirements into scalable, secure, and high-performing technical designsDefine and drive the technical roadmap for contact center and CX platformsCollaborate with enterprise architects and other technology teams to ensure seamless integration across systemsProvide hands-on technical leadership across solution design, development, testing, and deployment phasesGuide and mentor engineering teams, ensuring best practices and architectural standards are followedOversee integrations with third-party systems such as CRM, WFM, and analytics platformsEnsure solutions meet security, compliance, and performance requirementsStay current with Genesys Cloud capabilities and CX industry trends, driving continuous innovation 7+ years of experience in contact center technologies, with strong expertise in Genesys Cloud CX solutionsProven experience in designing and delivering large-scale cloud contact center solutionsStrong knowledge of: IVR, call flows, and routing strategies; Omnichannel solutions (voice, chat, email, messaging); Workforce Management (WFM), call recording, and analytics; AI/ML capabilitiesHands-on experience with API integrations (REST/SOAP) and microservices architectureExperience integrating Genesys Cloud CX with CRM platforms such as Salesforce, Microsoft Dynamics, or ServiceNowStrong background in infrastructure planning, solution design, deployment, and lifecycle management, ensuring high availability and performanceSolid understanding of business processes and their alignment with customer experience technologiesDeep knowledge of SIP infrastructure, including SIP protocol, Session Border Controllers (SBCs), and load balancing approaches