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Job Description
Structured overview of role & requirementsAbout This Role
Define and govern the end-to-end technical architecture for the global Genesys Cloud contact center platform ensuring alignment with business and enterprise architecture standards.
Design scalable omnichannel Genesys Cloud solutions including IVR, routing strategies, workforce management, and integrations with enterprise systems like CRM, ServiceNow, SAP, and Microsoft Teams.
Lead technical solution design, guide delivery teams through implementation phases, validate designs for stability and compliance, and maintain architecture documentation for continuous platform evolution.
Minimum Requirements
Strong hands-on experience in Genesys Cloud architecture, configuration, and implementation for enterprise contact center environments.
4-5 years of practical experience specifically with Genesys Cloud or Genesys PureCloud implementations and technical leadership.
Bachelor’s or master’s degree in IT, Computer Science, Engineering, Telecommunications, or related technical field.
Work Experience Required: 8-10 years overall IT experience including significant contact center technology, cloud platform architecture, or enterprise communications solutions experience.
Ideal Candidate Profile
Experienced in designing and leading large-scale, global Genesys Cloud transformations or multi-country rollouts, preferably within managed services or distributed delivery environments.
Technically proficient in integrations involving REST APIs, middleware platforms (e.g., Snaplogic), cloud technologies (Azure, AWS), and enterprise identity management standards.
Capable of translating complex business and operational requirements into detailed technical architectures and guiding cross-functional teams and stakeholders through solution design and deployment.