Customer-S&S-Genesys Cloud Architect (CCaaS)-Manager, Technical Transformation
Deloitte (company site, opens in a new tab)8+ yrsBengaluruOn-siteDirect career pageEst. 28–45 LPA
Posted 10h ago
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Job description
Structured overview of role & requirements
About This Role
- Lead end-to-end solution architecture and delivery of Genesys Cloud CX contact center platforms with integration of AI-driven experiences including virtual agents and advanced analytics.
- Design scalable, secure AI-enabled architectures combining Genesys Cloud with generative AI, conversational AI, and LLM integrations to improve customer engagement and operational outcomes.
- Guide migration from legacy contact centers to Genesys Cloud, establish AI governance frameworks, and mentor delivery teams and consultants on Genesys Cloud and AI tooling.
Minimum Requirements
- Bachelor's degree in Computer Science, Information Systems, Engineering, or related field, or equivalent experience.
- 8+ years in contact center technology with at least 5 years hands-on experience in Genesys Cloud CX.
- Deep knowledge of Genesys Cloud Architect, Data Actions, APIs, and AI capabilities including generative AI integration.
- Genesys Cloud certification preferred; work experience required; no explicit mention of notice period or location constraints.
Ideal Candidate Profile
- Experienced in designing and delivering AI-enabled contact center solutions integrating Genesys Cloud CX with generative AI and advanced analytics.
- Comfortable translating complex client business objectives into scalable technical architectures with measurable customer impact.
- Consultative in approach with ability to lead cross-functional teams, guide migrations, and ensure operational readiness and AI governance in regulated environments.