Genesys Architect

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.

• Ability to work flexible hours across global teams and clients.

Key Competencies & Skills:

Technical Leadership: Ability to design and validate scalable Genesys Cloud CX solutions for enterprise clients.

Solution Design: Skilled in aligning architecture with business goals and platform capabilities.

Integration Expertise: Deep understanding of system interconnectivity and API frameworks.

Stakeholder Engagement: Comfortable leading technical discussions with C-level and delivery teams.

Governance & Quality: Detail-oriented in reviewing solution designs and ensuring delivery consistency.

Key Responsibilities:

Architecture Ownership

• Design and document Genesys Cloud CX architectures aligned to client environments and use cases.

• Define integration blueprints and oversee alignment to security, performance, and scalability standards.

Platform Governance

• Lead technical validation, platform reviews, and compliance assessments during the delivery lifecycle.

• Stay current on Genesys Cloud releases, roadmap updates, and emerging architecture trends.

Client Advisory

• Provide technical thought leadership and guidance to executive stakeholders and internal teams.

• Lead knowledge transfer and enablement sessions to scale architectural excellence across the team.