Senior Contact Center Architect

4 days ago

Quezon City, National Capital Region, Philippines beBeeSolution Full time $120,000 - $150,000
Job Overview:

As a senior contact center architect, you will be responsible for designing and implementing scalable, secure, and optimized solutions for our global clients. This role requires a strong understanding of Genesys Cloud CX architecture and the ability to translate business requirements into technical designs.

Key Responsibilities:
  • Collaborate with enterprise clients and solution teams to understand business objectives and define scalable architecture.
  • Lead discovery and technical design workshops, translating complex business requirements into Genesys Cloud solution architectures.
  • Support pre-sales efforts through technical assessments, solution scoping, and proposal design.
Architecture Design and Implementation:
  • Own end-to-end architecture across Genesys Cloud CX components including IVR flows, digital channels, routing strategies, and APIs.
  • Define platform integration strategies across CRMs (Salesforce, Zendesk), WEM platforms, legacy systems, and partner tools.
  • Establish architectural best practices and lead technical validation during implementation lifecycles.
  • Ensure that solutions are secure, compliant, and optimized for multi-region delivery.
Project and Delivery Support:
  • Partner with project managers, implementation consultants, and developers to ensure architectural alignment throughout delivery.
  • Review technical designs, configurations, and integrations for accuracy and scalability.
  • Participate in technical QA, go-live readiness checks, and issue resolution during delivery.
Post-Implementation Enablement:
  • Act as the senior technical escalation point for architecture-related issues and optimization requests.
  • Contribute to continuous improvement initiatives by capturing lessons learned and reusable assets.
  • Mentor delivery teams on platform capabilities, integrations, and solutioning frameworks.

Requirements: Bachelor's degree in Information Technology, Engineering, Computer Science, or a related field. 6+ years of experience in enterprise contact center environments; 3+ years in Genesys Cloud CX architecture. Strong understanding of platform configuration, IVR, ACD, routing, API integrations, and data actions. Experience integrating Genesys Cloud with Salesforce, Zendesk, and other enterprise systems. Genesys certifications (GCX-D, GCX-Engage, GCX-Architect) preferred. Excellent client-facing communication and documentation skills. Ability to work flexible hours across global teams and clients.

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