Solution Architect

 About The Role  

Project Role :Solution Architect

Project Role Description :Translate client requirements into differentiated, deliverable solutions using in-depth knowledge of a technology, function, or platform. Collaborate with the Sales Pursuit and Delivery Teams to develop a winnable and deliverable solution that underpins the client value proposition and business case.
Must have skills :Genesys Cloud CX

Good to have skills :Solution Architecture
Minimum 7.5 year(s) of experience is required

Educational Qualification :15 years full time education
Summary:We are seeking an experienced Genesys Cloud CX Lead with good exposure on Design and Architecture to lead the support, design, architecture, and deployment of Genesys Cloud solutions for enterprise-level contact center environments. You will play a critical role in delivering scalable, secure, and high-performance customer experience platforms by leveraging Genesys Cloud CX and integrating it with key enterprise systems. This role is both hands-on and strategic, and will work closely with business stakeholders, cross-functional teams, and clients to deliver cutting-edge contact center solutions. Roles & Responsibilities:Architect and Design Genesys Cloud CX Solutions:oLead end-to-end architecture and solution design for Genesys Cloud deployments.oTranslate business and functional requirements into scalable and maintainable technical solutions.oAlign platform designs with compliance, security, and operational standards.Implementation and Configuration:oOversee the technical implementation of Genesys Cloud features including voice, chat, email, SMS, IVR, bots, routing strategies, and WFM.oConfigure and manage integrations with third-party platforms (e.g., CRM, ERP, databases).Platform Leadership and Governance:oServe as the Subject Matter Expert (SME) for Genesys Cloud CX.oDefine and enforce best practices in design, configuration, and deployment.oParticipate in platform governance, change management, and solution lifecycle planning.Mentorship and Collaboration:oProvide guidance, training, and mentoring to internal teams and stakeholders.oCollaborate with cross-functional teams such as security, network, platform engineering, and architecture.Continuous Improvement:oStay current with emerging Genesys Cloud features and industry trends.oProactively recommend and implement improvements to optimize performance and customer experience.Issue Management and Support:oTroubleshoot complex issues in production and staging environments.oSupport escalation processes and provide hands-on technical support when needed.Documentation and Compliance:oMaintain thorough documentation of architecture, designs, configurations, and change logs.oEnsure all solutions meet regulatory, security, and privacy standards. Professional & Technical
Skills:

oStrong proficiency in Genesys Cloud Design, Administration, IVR design, call flows, and routing.oKnowledge with APIs, JSON, and JavaScript.oKnowledge of Genesys Workforce Engagement (WEM), Reporting/Analytics, Omnichannel (Chat, Email, SMS), and Bot integration.oExperience integrating with systems like Salesforce, ServiceNow, MS Dynamics, or other enterprise tools / 3rd party applications.oUnderstanding of SIP, WebRTC, and telephony standards.oExperience with CI/CD pipelines and DevOps practices is a plus.Certifications:oPreferably Genesys Cloud Certified ProfessionaloAdditional certifications in cloud platforms or contact center solutions are a plus.
Additional Information:oMinimum 10+ years of experience in contact center technologies.oAt least 4+ years of hands-on experience with Genesys Cloud CX (formerly PureCloud).oProven experience designing and deploying complex contact center solutions.oMigration experience from legacy platforms to Genesys Cloud CX.Experience in Solution Architect or technical lead role on enterprise-scale contact center projects.Working knowledge of ITIL processes and Agile/Scrum methodologies.Experience in Industry vertical such as healthcare, finance, or regulated industries is an advantage- A 15 years full time education is required. Qualification 15 years full time education