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: Genesys Contact Center QM

Good to have skills: NA

Minimum 12 year(s) of experience is required

Educational Qualification: 15 years full time education

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.

Roles & Responsibilities:

1 Architect and Design Genesys Cloud CX Solutions:
2 Lead end-to-end architecture and solution design for Genesys Cloud deployments.
3 Translate business and functional requirements into scalable and maintainable technical solutions.
4 Align platform designs with compliance, security, and operational standards.
5 Implementation and Configuration.
6 Oversee the technical implementation of Genesys Cloud features including voice, chat, email, SMS, IVR, bots, routing strategies, and WFM.
7 Configure and manage integrations with third-party platforms (e.g., CRM, ERP, databases).
8 Platform Leadership and Governance.
9 Serve as the Subject Matter Expert (SME) for Genesys Cloud CX.
10 Define and enforce best practices in design, configuration, and deployment.
11 Participate in platform governance, change management, and solution lifecycle planning.
12 Mentorship and Collaboration.
13 Provide guidance, training, and mentoring to internal teams and stakeholders.
14 Collaborate with cross-functional teams such as security, network, platform engineering, and architecture.
15 Continuous Improvement.
16 Stay current with emerging Genesys Cloud features and industry trends.
17 Proactively recommend and implement improvements to optimize performance and customer experience.
18 Issue Management and Support
19 Troubleshoot complex issues in production and staging environments.
20 Support escalation processes and provide hands-on technical support when needed.
21 Documentation and Compliance.
22 Maintain thorough documentation of architecture, designs, configurations, and change logs.
23 Ensure all solutions meet regulatory, security, and privacy standards.

Professional & Technical Skills:

• 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 & 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
  • Education Required.
  • Bachelor’s degree in Computer Science, Engineering, Telecommunications, or related field, or equivalent work experience.
  • Experience:
  • Minimum 10+ years of experience in contact center technologies.
  • At least 4+ years of hands-on experience with Genesys Cloud CX
  • Proven experience designing and deploying complex contact center solutions.
  • Migration experience from legacy platforms to Genesys Cloud CX.
  • Technical Skills.
  • Strong proficiency in Genesys Cloud Design, Administration, IVR design, call flows, and routing.
  • Knowledge with APIs, JSON, and JavaScript.
  • Knowledge of Genesys Workforce Engagement (WEM), Reporting/Analytics, Omnichannel (Chat, Email, SMS), and Bot integration.
  • Experience integrating with systems like Salesforce, Service Now, MS Dynamics, or other enterprise tools / 3rd party applications.
  • Understanding of SIP, WebRTC, and telephony standards.
  • Experience with CI/CD pipelines and DevOps practices is a plus.
  • Certifications.
  • Preferably Genesys Cloud Certified Professional
  • Additional certifications in cloud platforms or contact center solutions are a plus.
  • Soft Skills.
  • Excellent verbal and written communication skills.
  • Strong problem-solving skills and attention to detail.
  • Ability to work independently and in a globally distributed team environment.
  • Comfortable working in a matrixed organization structure
• Preferred Experience
  • Experience in a technical lead or architect 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

Additional Information:

• The candidate should have minimum 12 years of experience in Contact Center Technology Implementation.
• This position is based at our Bengaluru office.
• A 15 years full time education is required.

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
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