Genesys Cloud Architect

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Genesys Cloud Architect based in Canada.

This is an opportunity for an experienced cloud and contact center architect to shape scalable, resilient customer experience solutions for global enterprise environments.
You will own the technical architecture and evolution of solutions built on the Genesys Cloud CX platform.
The role combines strategic architecture with hands-on technical leadership across design, integration, development, testing, and deployment.
You will translate complex business requirements into secure, high-performing solutions aligned with broader enterprise technology strategies.
Working across engineering, product, business, and architecture teams, you will help create integrated and future-ready customer experience platforms.
You will also mentor technical teams, establish architectural standards, and identify opportunities to leverage emerging CX, AI, and cloud capabilities.
This is a highly collaborative role suited to someone who enjoys solving complex technical challenges in a global, innovation-focused environment.

• Lead the end-to-end architecture and design of Genesys Cloud CX solutions, ensuring scalability, resilience, security, and high performance.
• Translate business and customer experience requirements into practical, scalable, and secure technical architectures.
• Define and drive the technical roadmap for contact center and customer experience platforms.
• Collaborate with enterprise architects and cross-functional technology teams to ensure seamless integration with the broader technology ecosystem.
• Provide hands-on technical leadership throughout solution design, development, testing, deployment, and lifecycle management.
• Guide and mentor engineering teams, promoting architectural best practices, technical standards, and high-quality delivery.
• Design and oversee integrations between Genesys Cloud CX and third-party platforms, including CRM, workforce management, analytics, and other enterprise systems.
• Ensure solutions meet relevant security, compliance, availability, scalability, and performance requirements.
• Monitor emerging Genesys Cloud capabilities, customer experience technologies, and industry trends to identify opportunities for innovation and continuous improvement.
• Contribute to the evolution of technical standards and help ensure solutions remain aligned with long-term business and technology objectives.

Requirements

• 7+ years of professional experience working with contact center technologies, including strong hands-on expertise with Genesys Cloud CX.
• Proven experience designing and delivering large-scale cloud-based contact center solutions.
• Strong knowledge of IVR, call flows, routing strategies, and omnichannel customer experience solutions covering voice, chat, email, and messaging.
• Experience with Workforce Management (WFM), call recording, analytics, and AI/ML capabilities within contact center environments.
• Hands-on experience designing API integrations using REST and/or SOAP, as well as familiarity with microservices architectures.
• Experience integrating Genesys Cloud CX with enterprise CRM platforms such as Salesforce, Microsoft Dynamics, or ServiceNow.
• Strong background in infrastructure planning, solution architecture, deployment, high availability, performance optimization, and lifecycle management.
• Solid understanding of business processes and the ability to align technology solutions with customer experience and business objectives.
• Deep knowledge of SIP infrastructure, including SIP protocols, Session Border Controllers (SBCs), and load-balancing approaches.
• Strong technical leadership, communication, and stakeholder-management skills, with the ability to work effectively across business and engineering teams.
• Ability to mentor technical professionals and drive adoption of architectural standards and best practices.
• Comfortable working in complex, global environments and managing multiple technical priorities.

Benefits

• Competitive compensation and benefits package.
• Health insurance coverage.
• Remote work and flexibility through a work-from-anywhere culture.
• Relocation support where applicable.
• Professional development opportunities, including certification programs and mentorship initiatives.
• Talent investment programs designed to support long-term career growth.
• Internal mobility and internship opportunities.
• Opportunity to contribute to impactful technology projects for major global clients.
• Multicultural and inclusive working environment with international collaboration.
• Open communication and regular team-building activities.
• Commitment to social sustainability through initiatives focused on IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.
• Exposure to a global technology environment focused on continuous innovation and high-performance delivery.

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

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