Project Role: Technology Architect
Project Role Description: Design and deliver technology architecture for a platform, product, or engagement. Define solutions to meet performance, capability, and scalability needs.
Must have skills: Cloud Contact Center Implementation
Good to have skills : NA
Minimum 12 year(s) of experience is required

Educational Qualification: 15 years full time education

Job Summary:
We are seeking an experienced Genesys Cloud CX Design and Architecture Engineer to lead the design, architecture, migration 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.

Key Responsibilities:

o Architect and Design Genesys Cloud CX Solutions: Lead end-to-end architecture and solution design for Genesys Cloud deployments.

o Translate business and functional requirements into scalable and maintainable technical solutions.
o Align platform designs with compliance, security, and operational standards.
o Implementation and Configuration:
o Oversee the technical implementation of Genesys Cloud features including voice, chat, email, SMS, IVR, bots, routing strategies, and WFM.

o Configure and manage integrations with third-party platforms (e.g., CRM, ERP, databases).

o Platform Leadership and Governance: o Serve as the Subject Matter Expert (SME) for Genesys Cloud CX.

o Define and enforce best practices in design, configuration, and deployment.

o Participate in platform governance, change management, and solution lifecycle planning.

o Mentorship and Collaboration:



o Provide guidance, training, and mentoring to internal teams and stakeholders.

o Collaborate with cross-functional teams such as security, network, platform engineering, and architecture.

o Continuous Improvement: o Stay current with emerging Genesys Cloud features and industry trends.

o Proactively recommend and implement improvements to optimize performance and customer experience.

o Issue Management and Support: o Troubleshoot complex issues in production and staging environments.

o Support escalation processes and provide hands-on technical support when needed.

o Documentation and Compliance: o Maintain thorough documentation of architecture, designs, configurations, and change logs.

o Ensure all solutions meet regulatory, security, and privacy standards.

o Experience: o Minimum 15+ years of experience in contact center technologies.

o At least 4+ years of hands-on experience with Genesys Cloud CX
o Proven experience designing and deploying complex contact center solutions.

o Migration experience from legacy platforms to Genesys Cloud CX.

o Technical Skills: o Strong proficiency in Genesys Cloud Design, Administration, IVR design, call flows, and routing.

o Knowledge with APIs, JSON, and Java Script.
o Knowledge of Genesys Workforce Engagement (WEM), Reporting/Analytics, Omnichannel (Chat, Email, SMS), and Bot integration.
o Experience integrating with systems like Salesforce, Service Now, MS Dynamics, or other enterprise tools / 3rd party applications.




o Understanding of SIP, WebRTC, and telephony standards.

o Experience with CI/CD pipelines and Dev Ops practices is a plus.

o Soft Skills: o Excellent verbal and written communication skills.

o Strong problem-solving skills and attention to detail.
o Ability to work independently and in a globally distributed team setting.

o Comfortable working in a matrixed organization structure.

Preferred Experience: o Experience in a technical lead or architect role on enterprise-scale contact center projects.

o Working knowledge of ITIL processes and Agile/Scrum methodologies.

o Experience in Industry vertical such as healthcare, finance, or regulated industries is an advantage
Mandatory skill:

1. Proven ability to design, implement, and lead complex Genesys Cloud deployments including voice, IVR, routing, and omnichannel.
2. Hands-on experience integrating Genesys Cloud with CRMs (e.g., Salesforce, MS Dynamics), ERP, and other third-party platforms via APIs and middleware.
3. Ability to translate business requirements into technical designs, and work closely with cross-functional teams and clients.

Good to Have skill:

1. CI/CD & Dev Ops Practices – Familiarity with automation pipelines, version control, and deployment tools to streamline configuration and testing.
2. Experience in Regulated Industries (e.g., Finance, Healthcare) – Helpful in ensuring compliance and designing with regulatory standards in mind.
3. Certification: Genesys Cloud Certified Professional

Required Qualifications & Skills:
o Education:

o Bachelor s degree in Computer Science, Engineering, Telecommunications, or related field, or equivalent work experience.

o Certifications: o Preferably Genesys Cloud Certified Professional

o Additional certifications in cloud platforms or contact center solutions are a plus.

📌 Technology Architect (Kolkata)
🏢 Accenture
📍 Kolkata