Genesys Cloud Architect

About Cronos Europa Portugal
Cronos Europa Portugal is the Lisbon delivery centre of Cronos Europa, part of the Cronos Group — a technology federation of 9,000+ professionals and 500+ competence centres across Europe. From our office at IDB Lisbon we deliver application development, architecture, and IT operations for major European organisations, working as an integrated nearshore extension of our clients' teams.
About the Assignment
Client: Global automotive manufacturer — customer care technology programme
Engagement: Full-time
Start date: 1 October 2026
Duration: minimum 6 months, extendable up to 3 years
Model Nearshore: delivery from Lisbon
Office presence: Minimum 3 days per week on-site in Lisbon
Travel Delivery is 100% from Lisbon. Occasional travel to Germany is likely; colleagues from Germany will also visit the Lisbon team.
Level: Senior / Expert
The client is consolidating how customers reach the brand across every market and every channel. Genesys Cloud is the contact centre and customer engagement platform behind that capability, working alongside a Salesforce CRM and case management layer and an enterprise data platform.
The Genesys Cloud Architect defines the strategic architecture and the target state for contact centre and customer engagement capabilities. This is a design and governance role at programme level — not a configuration or administration role.

Key Responsibilities

TARGET-STATE ARCHITECTURE
Define the strategic architecture and target state for contact centre and customer engagement capabilities on Genesys Cloud
Ensure solution consistency across voice and digital channels — telephony, email, chat, messaging, and social
Balance business requirements against technical constraints, scalability, and operational efficiency
Set the architectural direction that delivery teams build against
PLATFORM CAPABILITIES
Architect routing and distribution logic that gets each contact to the right skill, team, and market
Design self-service and automation: IVR and conversational flows, bots, and deflection
Define the workforce engagement architecture — forecasting, scheduling, quality management
Define the reporting and analytics model for contact centre performance across markets
INTEGRATION
Design integration patterns between Genesys Cloud and the surrounding landscape — CRM and case management, enterprise data services, and operational systems
Ensure interaction data flows coherently into reporting and customer records
Work alongside the CRM, cloud, and data architects to keep the target architecture coherent

Requirements

MANDATORY EXPERIENCE
Genesys Cloud (CX) architect experience — owning target-state architecture, not only administration or flow building
Contact centre architecture — across both voice and digital channels
Routing and distribution design — queues, skills, ACD logic, priority and capacity rules
IVR / conversational flow design — on Genesys Cloud
Integration architecture — Genesys Cloud APIs, event handling, and integration with CRM and data platforms
Workforce engagement management — forecasting, scheduling, quality
Multi-market environments — multi-language contact centre operations
English — professional working proficiency; it is the programme language
SENIORITY
Senior to Expert level — minimum 8 years in contact centre technology, of which at least 3 architecting on Genesys Cloud.
PREFERRED / ADDED VALUE
Genesys Cloud certifications (CX Professional / Architect track)
Experience integrating Genesys Cloud with Salesforce Service Cloud
Migration experience from legacy platforms (Genesys Engage, PureConnect, Avaya, Cisco) to Genesys Cloud
Background in customer service, after-sales, or another large-scale B2C service organisation
Experience working in an Agile programme with Product Owners and Scrum Masters
Additional European languages
Why Cronos Group?
We
’
ll propose you:
An attractive
salary package
A good work-life
balance environment
The assurance of
working in cutting-edge technologies in an entrepreneurial spirit.
The opportunity to
develop your skills thanks to tailor-made training courses according to
your needs
A good job in a
friendly place
If
you wish to integrate a dynamic structure on a human scale while working with
the latest technologies, don't wait anymore and join Cronos!