CCaaS Architect-Genesys Cloud CX Architect

CCaaS Architect-Genesys Cloud CX Architect

Independent Contractors and w2 candidates only.
This position is not open to 3rd party corp to corp submissions.

The Genesys Cloud CX Architect leads the architecture for Client’s enterprise-wide Contact Center as a Service (CCaaS) transformation on the Genesys Cloud CX platform. The Genesys Cloud CX Architect acts as a design authority and architectural integrator across Infrastructure, Application Development, IVR, and Genesys Professional Services teams, ensuring alignment with enterprise standards, security, and long-term platform strategy. This role is architecture-focused and does not perform hands-on build or configuration, instead providing architectural leadership, integration design, and technical direction.

Key Responsibilities

Architecture and Platform Design

• Define, maintain, and communicate target-state and interim architecture for Genesys Cloud CX.

• Establish architectural standards, patterns, and design guardrails for the Genesys Cloud CX platform.

• Ensure alignment with Client’s enterprise architecture and modernization strategy.

Cross-Team and Vendor Coordination

• Serve as the primary architecture coordination point across Infrastructure, Application Development, IVR teams, and Genesys Professional Services.

• Review and influence architecture artifacts produced by internal teams and Genesys partners.

• Clarify architectural responsibilities, integration boundaries, and ownership across the federated delivery model.

Integration and Enterprise Enablement

• Define integration architectures between Genesys Cloud CX and enterprise systems.

• Guide application teams on APIs, data flows, and integration patterns without owning implementation.

• Partner with Infrastructure on security, connectivity, and resiliency architecture for the Genesys Cloud CX platform.

IVR, AI, and Automation Architecture

• Provide architectural oversight for IVR, chatbot, and conversational experiences built on Genesys Cloud CX.

• Support AI-enabled capabilities aligned with enterprise AI governance and contact center strategy.

• Coordinate with IVR and AI governance teams to ensure consistent patterns and standards.

Governance, Risk, and Continuous Improvement

• Participate in architecture governance forums and design reviews.

• Identify architectural risks, technical debt, and platform constraints.

• Support roadmap and sequencing decisions for the Genesys Cloud CX transformation.

Required Qualifications

• 8+ years of experience in contact center or CCaaS architecture.

• Hands-on or lead architect experience with Genesys Cloud CX.

• Strong understanding of IVR, omnichannel routing, integrations, and compliance in contact center environments.

• Experience working in federated delivery models with multiple internal teams and vendors.

Preferred Qualifications

• Genesys Cloud certifications.

• Healthcare or regulated industry experience.