Contact Center - Technical

Contact Center Architect

Genesys Cloud CX

Amazon Connect

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.