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Enterprise Contact Center Architect
2 weeks ago
The Genesys Architect is responsible for leading the architectural design, validation, and governance of contact center solutions. This role ensures that business requirements are translated into scalable, secure, and optimized solutions.
- Collaborate with clients and solution teams to understand business objectives and define architecture.
- Lead discovery and technical design workshops, translating complex business requirements into solution architectures.
Solution Design: Align architecture with business goals and platform capabilities.
Integration Expertise: Understand system interconnectivity and API frameworks.
Stakeholder Engagement: Lead technical discussions with C-level and delivery teams.
Governance & Quality: Review solution designs and ensure delivery consistency.
Required Skills and Qualifications- 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.
Work flexible hours across global teams and clients.
Key Competencies & SkillsTechnical Leadership: Ability to design and validate scalable solutions.
