Genesys Lead and Architect

JD for Genesys Tech Lead

Experience: 15+ years

Summary

The Genesys Technical Lead and Solution Architect is responsible for leading the design, architecture, implementation, and successful delivery of enterprise-grade Contact Center as a Service (CCaaS) solution, with primary expertise in Genesys Cloud CX. This role combines deep technical expertise, solution architecture, client consulting, and delivery leadership to help organizations transform their customer experience capabilities.

The role involves working directly with clients to understand business objectives, define solution strategies, lead technical workshops, architect scalable omnichannel customer engagement solutions, and drive end-to-end implementation from discovery through production deployment. The individual will collaborate with cross-functional teams, provide technical leadership and mentoring, ensure adherence to enterprise architecture and engineering best practices, and deliver secure, scalable, and high-performing CCaaS solutions.

In addition to technical delivery, the role is expected to contribute to solution innovation, technology strategy, governance, and continuous improvement initiatives by leveraging modern cloud technologies, APIs, integrations, Conversational AI, and automation to enhance customer and agent experiences.

Key Duties and Responsibilities

Leadership & Strategy

Lead a team of CCaaS Engineers, Genesys Developers, Integration Engineers, Solution Architects, QA Engineers, and Technical Consultants in designing, developing, deploying, and supporting enterprise CCaaS and Customer Experience (CX) solutions.

Act as the primary technical point of contact for customers, working directly with client stakeholders to understand business objectives, define solution strategies, and drive successful project execution.

Collaborate with business stakeholders, product managers, enterprise architects, infrastructure teams, security teams, and client stakeholders to define business requirements, solution strategy, and implementation roadmaps.

Build strong client relationships by providing technical consulting, solution recommendations, and trusted advisory throughout the project lifecycle.

Facilitate client workshops, discovery sessions, architecture discussions, and requirement-gathering workshops to translate business needs into scalable technical solutions.

Provide technical leadership, mentoring, and coaching to engineering teams while promoting best practices, innovation, collaboration, and continuous learning.

Define development standards, architectural principles, coding guidelines, reusable frameworks, deployment standards, and implementation best practices for CCaaS solutions.

Drive solution standardization across projects by creating reusable components, design patterns, and implementation accelerators.

Evaluate emerging CCaaS technologies, Conversational AI, cloud services, automation capabilities, and Genesys platform enhancements to continuously improve customer and agent experiences.

Solution Architecture & Design

Design scalable, secure, resilient, and enterprise-grade CCaaS solutions using Genesys Cloud CX as the primary platform.

Architect end-to-end omnichannel customer engagement solutions including Voice, Digital Messaging, Web Chat, Email, SMS, Social Channels, Outbound Campaigns, and AI-powered self-service.

Design IVR, Intelligent Routing, Call Flows, Digital Flows, Workforce Engagement Management (WEM), Agent Desktop, Supervisor capabilities, Customer Journey, Quality Management, and Self-Service solutions.

Define enterprise integration architecture between the CCaaS platform and CRM, Core Banking, ERP, Identity Management, Payment Systems, Knowledge Management, AI platforms, and third-party applications.

Architect high-availability, disaster recovery, business continuity, security, compliance, and multi-region deployment strategies.

Produce architecture diagrams, technical design documents, interface specifications, deployment architectures, and solution blueprints.

Technical Responsibilities

Lead the end-to-end implementation of CCaaS solutions, primarily on Genesys Cloud CX, from discovery through production deployment.

Configure and develop Genesys platform components including Architect Flows, Queues, Routing, Skills, User Management, Digital Channels, Knowledge, Workforce Engagement Management (WEM), Outbound Campaigns, Agent Scripts, Reporting, and Analytics.

Develop reusable Architect modules, Data Actions, Scripts, APIs, and integration components to improve maintainability, scalability, and operational efficiency.

Integrate the CCaaS platform with enterprise applications including Salesforce, Microsoft Dynamics, ServiceNow, SAP, core banking systems, customer databases, and custom applications.

Design and implement Conversational AI solutions by integrating CCaaS platforms with Google Dialogflow, Kore.ai, OpenAI, Microsoft Copilot, Amazon Lex, Azure AI, and other AI platforms.

Troubleshoot complex production issues involving routing, telephony, SIP, integrations, APIs, networking, authentication, and cloud infrastructure.

Optimize routing strategies, IVR performance, digital journeys, reporting, customer experience, and operational efficiency.

Build reusable deployment scripts, automation tools, monitoring dashboards, and operational support utilities.

Cloud, Infrastructure & Platform Experience

Design and deploy enterprise CCaaS solutions across multiple business units, business lines, and geographical regions.

Experience integrating CCaaS platforms with AWS, Microsoft Azure, Google Cloud Platform, and hybrid enterprise environments.

Design secure connectivity using VPN, Direct Connect, ExpressRoute, SIP Trunks, Session Border Controllers (SBCs), and enterprise networking standards.

Implement Identity and Access Management using SAML, OAuth, Single Sign-On (SSO), Microsoft Entra ID, Active Directory, Okta, or similar identity providers.

Collaborate with Infrastructure, Cloud, Security, and Network teams to ensure scalable, secure, and highly available deployments.

Experience with CI/CD pipelines, Infrastructure as Code (IaC), version control systems, automation frameworks, and release management processes.

Governance & Delivery

Drive end-to-end technical delivery while working directly with client stakeholders, project managers, business teams, and engineering teams to ensure successful project execution.

Lead client-facing technical governance, including architecture reviews, technical steering committee meetings, project status reviews, design walkthroughs, and executive presentations.

Define project scope, technical assumptions, solution approach, effort estimates, implementation plans, resource requirements, dependencies, and technical risks.

Coordinate with client teams, vendors, third-party partners, and internal delivery teams to ensure seamless implementation and successful project delivery.

Proactively identify delivery risks, technical challenges, and dependencies, and work directly with stakeholders to define mitigation plans and ensure timely resolution.

Lead technical design reviews, code reviews, solution walkthroughs, architecture governance activities, and technical quality assurance.

Ensure adherence to enterprise architecture standards, SDLC, Agile methodologies, DevSecOps practices, security policies, compliance requirements, and organizational best practices.

Support production deployments, hypercare activities, performance tuning, root cause analysis, incident management, and continuous service improvement.

Ensure delivery of high-quality, scalable, secure, maintainable, and well-documented CCaaS solutions.

Support pre-sales and business development activities by participating in client workshops, solution demonstrations, architecture reviews, proof of concepts (PoCs), technical proposals, effort estimation, and RFP/RFI responses.

Drive customer satisfaction by providing proactive technical leadership, transparent communication, and successful project outcomes.

Qualifications and Experience Required

Bachelor's or Master’s Degree in Computer Science required.

Can think creatively and provide innovative designs and solutions to problems.

Design and implement large sized high-performance and scalable solutions.

Understand trends in technology and be able leverage them in technical solutions.

Must have good written and verbal communication skills. Must be able to effectively communicate all aspects of a project solution with managers, client and project team.

Strong interpersonal and leadership abilities which can execute effective negotiation and team management skill.

Be able to think creatively.