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phenom

Senior Architect

DHL
IND
Senior
Onsite
Discovered 2 weeks ago

Full Job Posting

Your role:

  • Own the end-to-end architecture, governance, and technology roadmap of the enterprise Genesys Cloud CX platform.
  • Design scalable, secure, and resilient Contact Center solutions leveraging Genesys Cloud CX capabilities across voice, digital channels, routing, queuing, WFM, and reporting.
  • Lead architectural reviews, solution design workshops, and provide expert guidance to engineering and product teams.
  • Assess business requirements and translate them into technical solution designs, integrations, and configuration blueprints.
  • Champion omnichannel strategies including chat, email, messaging, social, and next-generation digital channels.
  • Utilize AI-driven capabilities such as Genesys Cloud AI, Contact Center AI (CCAI), bots, NLP, and Dialog Engine to build intelligent automation and conversational experiences.
  • Drive governance and standardization of architectural patterns, design frameworks, and best practices for CCaaS (Contact Center as a Service).
  • Evaluate and integrate AppFoundry solutions, third-party platforms, and enterprise systems.
  • Provide subject matter expertise in conversational design using Genesys Cloud Architect.
  • Partner with business leaders to align technical solutions with strategic objectives, ensuring value creation and operational efficiency.
  • Mentor engineers and technical teams, fostering a culture of innovation and continuous improvement.
  • Your skills:
  • 8+ years of hands-on experience in Contact Center technology environments, with a strong focus on Genesys Cloud CX.
  • Deep technical knowledge of:
  • Genesys Cloud CX platform
  • CCaaS architecture and best practices
  • Omnichannel communication flows
  • Digital channels and routing strategies
  • Workforce Management (WFM) principles and tools
  • Conversational design with Genesys Cloud Architect
  • Queuing, routing, and interaction models
  • AI-driven automation, including bots, NLP, and Dialog Engine
  • Proven experience designing and delivering large-scale enterprise Contact Center solutions.
  • Strong understanding of cloud integration patterns, security considerations, and API-driven architecture.
  • Excellent communication, stakeholder engagement, and leadership skills.
  • Strategic thinking with strong architectural mindset.
  • Ability to influence executives, business leaders, and cross-functional teams.
  • Strong analytical and problem-solving abilities.
  • Self-driven, proactive, and comfortable owning complex initiatives.
  • Excellent documentation skills.
  • Nice to have skills:
  • Active Genesys Cloud certification (strong advantage).
  • Experience with CCAI, Genesys Cloud AI, or other Contact Center AI platforms.
  • Familiarity with AppFoundry applications and cloud ecosystem integrations.
  • Background working in Agile product and engineering environments.
  • An array of benefits for you:
  • Hybrid work arrangements to balance in-office collaboration and home flexibility.
  • Medical Insurance: Self + Spouse + 2 children. An option to opt for Voluntary Parental Insurance (Parents / Parent -in-laws) at a nominal premium covering pre existing disease.
  • In House training programs: professional and technical training certifications.

Qualifications

  • Experience with CCAI, Genesys Cloud AI, or other Contact Center AI platforms.
  • Familiarity with AppFoundry applications and cloud ecosystem integrations.

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