Technology Architect

Project Role : Technology Architect

Project Role Description : Design and deliver technology architecture for a platform, product, or engagement. Define solutions to meet performance, capability, and scalability needs.

Must have skills : Cloud Contact Center Implementation

Good to have skills : NA

Minimum 15 Year(s) Of Experience Is Required

Educational Qualification : 15 years full time education

Job Summary:

We are seeking an experienced Genesys Cloud CX Design and Architecture Engineer to lead the design, architecture, migration and deployment of Genesys Cloud solutions for enterprise-level contact center environments. You will play a critical role in delivering scalable, secure, and high-performance customer experience platforms by leveraging Genesys Cloud CX and integrating it with key enterprise systems. This role is both hands-on and strategic, and will work closely with business stakeholders, cross-functional teams, and clients to deliver cutting-edge contact center solutions.

Key Responsibilities:

• Architect and Design Genesys Cloud CX Solutions:
  
  

Lead end-to-end architecture and solution design for Genesys Cloud deployments.

• Translate business and functional requirements into scalable and maintainable technical solutions.
• Align platform designs with compliance, security, and operational standards.
• Implementation and Configuration:
• Oversee the technical implementation of Genesys Cloud features including voice, chat, email, SMS, IVR, bots, routing strategies, and WFM.
• Configure and manage integrations with third-party platforms (e.g., CRM, ERP, databases).
• Platform Leadership and Governance:
• Serve as the Subject Matter Expert (SME) for Genesys Cloud CX.
• Define and enforce best practices in design, configuration, and deployment.
• Participate in platform governance, change management, and solution lifecycle planning.
• Mentorship and Collaboration:
• Provide guidance, training, and mentoring to internal teams and stakeholders.
• Collaborate with cross-functional teams such as security, network, platform engineering, and architecture.
• Continuous Improvement:
• Stay current with emerging Genesys Cloud features and industry trends.
• Proactively recommend and implement improvements to optimize performance and customer experience.
• Issue Management and Support:
• Troubleshoot complex issues in production and staging environments.
• Support escalation processes and provide hands-on technical support when needed.
• Documentation and Compliance:
• Maintain thorough documentation of architecture, designs, configurations, and change logs.
• Ensure all solutions meet regulatory, security, and privacy standards.
• Experience:
• Minimum 18+ years of experience in contact center technologies.
• At least 4+ years of hands-on experience with Genesys Cloud CX
• Proven experience designing and deploying complex contact center solutions.
• Migration experience from legacy platforms to Genesys Cloud CX.
• Technical Skills:
• Strong proficiency in Genesys Cloud Design, Administration, IVR design, call flows, and routing.
• Knowledge with APIs, JSON, and JavaScript.
• Knowledge of Genesys Workforce Engagement (WEM), Reporting/Analytics, Omnichannel (Chat, Email, SMS), and Bot integration.
• Experience integrating with systems like Salesforce, ServiceNow, MS Dynamics, or other enterprise tools / 3rd party applications.
• Understanding of SIP, WebRTC, and telephony standards.
• Experience with CI/CD pipelines and DevOps practices is a plus.
• Soft Skills:
• Excellent verbal and written communication skills.
• Strong problem-solving skills and attention to detail.
• Ability to work independently and in a globally distributed team environment.
• Comfortable working in a matrixed organization structure.
  
  

Preferred Experience:

• Experience in a technical lead or architect role on enterprise-scale contact center projects.
• Working knowledge of ITIL processes and Agile/Scrum methodologies.
• Experience in Industry vertical such as healthcare, finance, or regulated industries is an advantage
  
  

Mandatory skill:

• Proven ability to design, implement, and lead complex Genesys Cloud deployments including voice, IVR, routing, and omnichannel.
• Hands-on experience integrating Genesys Cloud with CRMs (e.g., Salesforce, MS Dynamics), ERP, and other third-party platforms via APIs and middleware.
• Ability to translate business requirements into technical designs, and work closely with cross-functional teams and clients.
  
  

Good to Have skill:

• CI/CD & DevOps Practices – Familiarity with automation pipelines, version control, and deployment tools to streamline configuration and testing.
• Experience in Regulated Industries (e.g., Finance, Healthcare) – Helpful in ensuring compliance and designing with regulatory standards in mind.
• Certification: Genesys Cloud Certified Professional
  
  

Required Qualifications & Skills:

• Education:
• Bachelor s degree in Computer Science, Engineering, Telecommunications, or related field, or equivalent work experience.
• Certifications:
• Preferably Genesys Cloud Certified Professional
• Additional certifications in cloud platforms or contact center solutions are a plus.