Technology Architect 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 JavaScript. o Knowledge of Genesys Workforce Engagement (WEM), Reporting/Analytics, Omnichannel (Chat, Email, SMS), and Bot integration. o Experience integrating with systems like Salesforce, ServiceNow, MS Dynamics, or other enterprise tools / 3rd party applications.



o Understanding of SIP, WebRTC, and telephony standards. o Experience with CI/CD pipelines and DevOps 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 environment. 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.

- Hands-on experience integrating Genesys Cloud with CRMs (e.g., Salesforce, MS Dynamics), ERP, and other third-party platforms via APIs and middleware.
- Ability to translate business requirements into technical designs, and work closely with cross-functional teams and clients.

Good to Have skill: 1. CI/CD & DevOps 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 Skilled o Additional certifications in cloud platforms or contact center solutions are a plus.

📌 Technology Architect - Cloud Contact Center Solutions (Kolkata)
🏢 Accenture India Private
📍 Kolkata