Genesys Lead and Architect
Core
Lead the design, architecture, implementation, and delivery of enterprise-grade Contact Center as a Service (CCaaS) solutions using Genesys Cloud CX to transform customer experience capabilities.
Role type
Senior IC Genesys Cloud CX Solution Architect and Technical Lead
Builds
Scalable omnichannel customer engagement solutions (Voice, Digital Messaging, Web Chat, Email, SMS, Social, AI self-service) and integrations with CRM, ERP, and AI platforms.
Domain
Customer Experience (CX) / Contact Center as a Service (CCaaS)
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Genesys Cloud CX architecture, omnichannel solution design, API-driven integrations, Conversational AI integration, cloud infrastructure (AWS/Azure/GCP), CI/CD pipelines, technical leadership, solution strategy, enterprise security compliance
Preferred skills
Experience with core banking/ERP systems, pre-sales and solution demonstrations, reusable component creation
Technologies
Genesys Cloud CX, REST APIs, OAuth, JWT, AWS, Microsoft Azure, Google Cloud Platform, Salesforce, Microsoft Dynamics, ServiceNow, SAP, Google Dialogflow, Kore.ai, OpenAI, Microsoft Copilot, Amazon Lex, Azure AI, SAML, SSO, Active Directory, Okta
Responsibilities
Lead a team of CCaaS Engineers and Architects in designing and deploying enterprise solutions; Act as primary technical point of contact for clients to define strategies and drive execution; Architect end-to-end omnichannel solutions and define integration patterns; Configure Genesys platform components and develop reusable modules; Lead technical governance, design reviews, and client workshops; Support pre-sales activities including PoCs and RFP responses.
Seniority
Senior, hands-on IC with leadership responsibilities
