We are looking for an accomplished
Contact Center Architect with expertise in
Genesys Cloud CX and exposure to
Amazon Connect. This role will lead the architecture, design, migration, and deployment of modern cloud-based contact center solutions. The ideal candidate will combine deep technical skills with strategic vision, ensuring the delivery of scalable, secure, and high-performing customer experience platforms that integrate seamlessly with enterprise systems.
Key Responsibilities
Architecture & Design
- Design and architect enterprise-scale contact center solutions leveraging Genesys Cloud CX and Amazon Connect.
- Translate complex business and functional requirements into robust, scalable technical solutions.
- Ensure solution designs comply with organizational standards for security, governance, and operations.
Implementation & Integration
- Lead deployments and configurations of features such as voice, IVR, omnichannel routing (chat, email, SMS), bots, and WFM.
- Configure integrations with enterprise systems (CRM, ERP, ServiceNow, databases) using APIs and middleware.
- Support migrations from legacy platforms to Genesys Cloud CX or Amazon Connect.
Governance & Leadership
- Act as the Subject Matter Expert (SME) for Genesys Cloud CX and Amazon Connect.
- Define best practices and enforce standards across design, deployment, and platform usage.
- Participate in governance, change management, and solution lifecycle planning.
Collaboration & Mentorship
- Partner with cross-functional teams including security, infrastructure, and platform engineering.
- Provide training, mentoring, and technical guidance to internal teams.
Continuous Improvement & Innovation
- Keep pace with advancements in Genesys Cloud CX, Amazon Connect, and industry trends.
- Recommend and implement improvements to optimize performance, resilience, and customer experience.
Skills: contact center,geneys,amazon,cx
