Genesys Lead and Architect

Job description

Job Title: Genesys Lead and Architect Job Description We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled. The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent. The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision. Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year. Join us and be part of this journey towards greater opportunities and brighter futures.JD for Genesys Tech LeadExperience: 15+ years Summary The Genesys Technical Lead and Solution Architect is responsible for leading the design, architecture, implementation, and successful delivery of enterprise-grade Contact Center as a Service (CCaaS) solution, with primary expertise in Genesys Cloud CX. This role combines deep technical expertise, solution architecture, client consulting, and delivery leadership to help organizations transform their customer experience capabilities. The role involves working directly with clients to understand business objectives, define solution strategies, lead technical workshops, architect scalable omnichannel customer engagement solutions, and drive end-to-end implementation from discovery through production deployment. The individual will collaborate with cross-functional teams, provide technical leadership and mentoring, ensure adherence to enterprise architecture and engineering best practices, and deliver secure, scalable, and high-performing CCaaS solutions. In addition to technical delivery, the role is expected to contribute to solution innovation, technology strategy, governance, and continuous improvement initiatives by leveraging modern cloud technologies, APIs, integrations, Conversational AI, and automation to enhance customer and agent experiences. Key Duties and Responsibilities Leadership & Strategy Lead a team of CCaaS Engineers, Genesys Developers, Integration Engineers, Solution Architects, QA Engineers, and Technical Consultants in designing, developing, deploying, and supporting enterprise CCaaS and Customer Experience (CX) solutions. Act as the primary technical point of contact for customers, working directly with client stakeholders to understand business objectives, define solution strategies, and drive successful project execution. Collaborate with business stakeholders, product managers, enterprise architects, infrastructure teams, security teams, and client stakeholders to define business requirements, solution strategy, and implementation roadmaps. Build strong client relationships by providing technical consulting, solution recommendations, and trusted advisory throughout the project lifecycle. Facilitate client workshops, discovery sessions, architecture discussions, and requirement-gathering workshops to translate business needs into scalable technical solutions. Provide technical leadership, mentoring, and coaching to engineering teams while promoting best practices, innovation, collaboration, and continuous learning. Define development standards, architectural principles, coding guidelines, reusable frameworks, deployment standards, and implementation best practices for CCaaS solutions. Drive solution standardization across projects by creating reusable components, design patterns, and implementation accelerators. Evaluate emerging CCaaS technologies, Conversational AI, cloud services, automation capabilities, and Genesys platform enhancements to continuously improve customer and agent experiences. Solution Architecture & Design Design scalable, secure, resilient, and enterprise-grade CCaaS solutions using Genesys Cloud CX as the primary platform. Architect end-to-end omnichannel customer engagement solutions including Voice, Digital Messaging, Web Chat, Email, SMS, Social Channels, Outbound Campaigns, and AI-powered self-service. Design IVR, Intelligent Routing, Call Flows, Digital Flows, Workforce Engagement Management (WEM), Agent Desktop, Supervisor capabilities, Customer Journey, Quality Management, and Self-Service solutions. Define enterprise integration architecture between the CCaaS platform and CRM, Core Banking, ERP, Identity Management, Payment Systems, Knowledge Management, AI platforms, and third-party applications. Design API-driven and event-driven integrations using REST APIs, Webhooks, Event Notifications, Middleware, and Microservices. Architect high-availability, disaster recovery, business continuity, security, compliance, and multi-region deployment strategies. Produce architecture diagrams, technical design documents, interface specifications, deployment architectures, and solution blueprints. Technical Responsibilities Lead the end-to-end implementation of CCaaS solutions, primarily on Genesys Cloud CX, from discovery through production deployment. Configure and develop Genesys platform components including Architect Flows, Queues, Routing, Skills, User Management, Digital Channels, Knowledge, Workforce Engagement Management (WEM), Outbound Campaigns, Agent Scripts, Reporting, and Analytics. Develop reusable Architect modules, Data Actions, Scripts, APIs, and integration components to improve maintainability, scalability, and operational efficiency. Design secure integrations using REST APIs, OAuth, JWT, Web Services, JSON, XML, Event Notifications, and enterprise middleware platforms. Integrate the CCaaS platform with enterprise applications including Salesforce, Microsoft Dynamics, ServiceNow, SAP, core banking systems, customer databases, and custom applications. Design and implement Conversational AI solutions by integrating CCaaS platforms with Google Dialogflow, Kore.ai, OpenAI, Microsoft Copilot, Amazon Lex, Azure AI, and other AI platforms. Troubleshoot complex production issues involving routing, telephony, SIP, integrations, APIs, networking, authentication, and cloud infrastructure. Optimize routing strategies, IVR performance, digital journeys, reporting, customer experience, and operational efficiency. Build reusable deployment scripts, automation tools, monitoring dashboards, and operational support utilities. Cloud, Infrastructure & Platform Experience Design and deploy enterprise CCaaS solutions across multiple business units, business lines, and geographical regions. Experience integrating CCaaS platforms with AWS, Microsoft Azure, Google Cloud Platform, and hybrid enterprise environments. Design secure connectivity using VPN, Direct Connect, ExpressRoute, SIP Trunks, Session Border Controllers (SBCs), and enterprise networking standards. Implement Identity and Access Management using SAML, OAuth, Single Si