Hiring: Genesys Cloud Solution Architect / Lead Consultant
Location: Remote (India)
Work Mode: Work From Home
Shift: 3:00 PM – 1:00 AM IST (US Shift)
Experience: 10+ Years Overall | 7+ Years Relevant Experience
Engagement Duration: Minimum 90 Days (Extendable)
Notice Period: Immediate to 30 Days
About the Role
We are seeking an experienced Genesys Cloud Solution Architect / Lead Consultant to lead large-scale contact center transformation and cloud migration initiatives. The ideal candidate will possess deep expertise in Genesys Cloud architecture, enterprise integrations, omnichannel customer experience platforms, and global contact center operations.
Key Responsibilities
- Lead end-to-end Genesys Cloud transformation programs, including assessment, migration planning, implementation, modernization, and post-go-live support.
- Define and enforce Genesys Cloud architecture standards, best practices, and governance frameworks.
- Design scalable, secure, and resilient contact center solutions leveraging Genesys Cloud capabilities.
- Architect and oversee integrations with Salesforce Service Cloud, Salesforce Sales Cloud, identity providers, data platforms, and enterprise applications.
- Drive contact center modernization initiatives across voice and digital channels.
- Collaborate with business stakeholders, technical teams, and leadership to deliver strategic customer experience solutions.
- Conduct solution reviews, architecture workshops, and implementation planning sessions.
- Provide technical leadership during migration from legacy or on-premises contact center platforms to cloud-based environments.
- Support global, multi-region deployments while ensuring operational excellence and compliance requirements.
Required Skills & Experience
Genesys Cloud Expertise
- Strong hands-on experience with Genesys Cloud architecture, implementation, and administration.
- Expertise in routing strategies, queue design, skill mapping, workforce optimization, and contact center operations.
- Experience designing enterprise-scale Genesys Cloud solutions.
Contact Center Architecture
- Deep understanding of:
- PSTN
- SIP & VoIP Technologies
- Session Border Controllers (SBCs)
- IVR Design
- Omnichannel Routing
- Workforce Management (WFM)
- Quality Management (QM)
- Performance Management / Employee Hub
- Reporting & Analytics
Integration Experience
- Salesforce Service Cloud and Sales Cloud integrations.
- Identity and Access Management integrations (SSO, SAML, OAuth).
- API-driven enterprise integrations and data platform connectivity.
Migration Experience
- Proven track record leading large-scale migrations from legacy or on-premises contact center platforms to Genesys Cloud.
- Experience handling complex transformation programs involving multiple regions and business units.
Preferred Industry Experience
Candidates with experience in one or more of the following domains will be preferred:
- Banking & Financial Services
- Healthcare
- Telecommunications
- Product-Based Organizations
- Enterprise Customer Experience Platforms
What We're Looking For
- Strong solution architecture and consulting skills.
- Ability to engage with business and technical stakeholders.
- Excellent communication and presentation capabilities.
- Experience working in global delivery environments.
- Ability to lead distributed teams and drive successful project outcomes.
If you have a passion for transforming customer experience platforms and delivering enterprise-scale Genesys Cloud solutions, we'd love to connect with you.
