Genesys Cloud Architect

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Genesys Cloud Architect based in Canada.

This is an opportunity for an experienced cloud and contact center architect to shape scalable, resilient customer experience solutions for global enterprise <environments.You> will own the technical architecture and evolution of solutions built on the Genesys Cloud CX platform.The role combines strategic architecture with hands-on technical leadership across design, integration, development, testing, and <deployment.You> will translate complex business requirements into secure, high-performing solutions aligned with broader enterprise technology strategies.Working across engineering, product, business, and architecture teams, you will help create integrated and future-ready customer experience <platforms.You> will also mentor technical teams, establish architectural standards, and identify opportunities to leverage emerging CX, AI, and cloud capabilities.This is a highly collaborative role suited to someone who enjoys solving complex technical challenges in a global, innovation-focused environment.

Accountabilities

• Lead the end-to-end architecture and design of Genesys Cloud CX solutions, ensuring scalability, resilience, security, and high performance.
• Translate business and customer experience requirements into practical, scalable, and secure technical architectures.
• Define and drive the technical roadmap for contact center and customer experience platforms.
• Collaborate with enterprise architects and cross-functional technology teams to ensure seamless integration with the broader technology ecosystem.
• Provide hands-on technical leadership throughout solution design, development, testing, deployment, and lifecycle management.
• Guide and mentor engineering teams, promoting architectural best practices, technical standards, and high-quality delivery.
• Design and oversee integrations between Genesys Cloud CX and third-party platforms, including CRM, workforce management, analytics, and other enterprise systems.
• Ensure solutions meet relevant security, compliance, availability, scalability, and performance requirements.
• Monitor emerging Genesys Cloud capabilities, customer experience technologies, and industry trends to identify opportunities for innovation and continuous improvement.
• Contribute to the evolution of technical standards and help ensure solutions remain aligned with long-term business and technology objectives.

Requirements

• 7+ years of professional experience working with contact center technologies, including strong hands-on expertise with Genesys Cloud CX.
• Proven experience designing and delivering large-scale cloud-based contact center solutions.
• Strong knowledge of IVR, call flows, routing strategies, and omnichannel customer experience solutions covering voice, chat, email, and messaging.
• Experience with Workforce Management (WFM), call recording, analytics, and AI/ML capabilities within contact center environments.
• Hands-on experience designing API integrations using REST and/or SOAP, as well as familiarity with microservices architectures.
• Experience integrating Genesys Cloud CX with enterprise CRM platforms such as Salesforce, Microsoft Dynamics, or ServiceNow.
• Strong background in infrastructure planning, solution architecture, deployment, high availability, performance optimization, and lifecycle management.
• Solid understanding of business processes and the ability to align technology solutions with customer experience and business objectives.
• Deep knowledge of SIP infrastructure, including SIP protocols, Session Border Controllers (SBCs), and load-balancing approaches.
• Strong technical leadership, communication, and stakeholder-management skills, with the ability to work effectively across business and engineering teams.
• Ability to mentor technical professionals and drive adoption of architectural standards and best practices.
• Comfortable working in complex, global environments and managing multiple technical priorities.

Benefits

• Competitive compensation and benefits package.
• Health insurance coverage.
• Remote work and flexibility through a work-from-anywhere culture.
• Relocation support where applicable.
• Professional development opportunities, including certification programs and mentorship initiatives.
• Talent investment programs designed to support long-term career growth.
• Internal mobility and internship opportunities.
• Opportunity to contribute to impactful technology projects for major global clients.
• Multicultural and inclusive working environment with international collaboration.
• Open communication and regular team-building activities.
• Commitment to social sustainability through initiatives focused on IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.
• Exposure to a global technology environment focused on continuous innovation and high-performance delivery.