Genesys CCaaS Solutions Architect

About the role

This is a client-facing architecture role, not a back-office design role. You will own the technical solution from discovery through go-live and hypercare, and you will be the person in the room who can say what the platform will and will not do before the build starts, rather than during integrated testing.

Scope

The scope is the full platform, not just routing. Genesys Cloud today is a routing engine, a conversational AI stack, a workforce engagement suite, and an analytics platform sold as one thing, and clients increasingly buy all of it at once. We need an architect who can design a bot flow, configure a WFM planning group, tune a speech analytics topic, and then explain to a CFO why the licensing model produced the invoice it did.

What we index on

• Depth in the Genesys Cloud platform, particularly Conversational AI, WEM, and analytics.
• Vertical experience is useful context and it is not the filter. We would rather hire an architect who has built difficult things in Genesys across three industries than one who knows a single industry and has watched Genesys get implemented around them.

Must-have qualifications

• 8+ years in contact center technology delivery, including 4+ years architecting and deploying Genesys Cloud CX in live production.
• Deep working knowledge of contact center operations: routing behavior, queues and skills, IVR design, SLA/KPI frameworks, and WFM forecasting basics.
• Production deployment of Genesys Cloud Conversational AI — Architect bot flows, Virtual Agents, Genesys AVA, voicebots, digital self-service — with the ability to discuss actual containment outcomes and what changed post-launch.
• Direct experience in Genesys AI Studio and Guides: Agent Copilot and generative capability deployment framed around measurable handle time and ACW outcomes.
• Ability to model automation ROI before the build, plus working knowledge of Genesys Cloud licensing across CX editions, WEM add-ons, and the Speech and Text Analytics add-on.
• Direct WEM deployment: workforce management, quality management, and at least one of performance management, gamification, or speech and text analytics.
• Speech and Text Analytics: topic and taxonomy design, sentiment analysis, and post-deployment tuning against production data.
• At least one full Genesys Cloud platform migration led end to end.
• Multi-account cloud governance, infrastructure as code (Terraform, CX as Code, CloudFormation, or CDK), and CI/CD with test gates that catch broken configuration before production.
• Active Genesys Cloud certification (GCP-GCX or GCP-GC-ADM) plus one specialist certification (GCX-GCD, GCX-ARC, GCX-WFM, or equivalent).

Preferred

• Epic Cheers call center workflows.
• Migrating a legacy custom integration onto a productized connector.
• Force.com, ServiceNow, Dynamics, or Zendesk integration.
• Adjacent conversational AI vendors such as Google CCAI, Amazon Lex, Kore.ai, Cognigy, or Parloa.
• Microsoft Teams or Zoom UC integration.
• Regulated delivery involving PHI or PCI, recording redaction, HIPAA or HITRUST posture, FedRAMP regions.
• Managed services or production support background.

Success looks like

• Within 90 days you will own the architecture on at least one active Genesys engagement, have credibility with that client's technical and operational stakeholders, and have delivered a design that survived implementation without material rework.
• Within six months you will be a named contributor on pre-sales pursuits and the go-to resource inside CCP for Conversational AI and WEM design decisions.

Selection process

Candidates who advance past initial screening will walk through architecture they personally designed and delivered. This is a working session, not a presentation exercise. Expect to talk through the requirements you were given, the design decisions you made, what you chose not to use and why, where the platform did not do what the client assumed, and how that was resolved. Expect the same conversation about a Conversational AI deployment, including how the bot performed after launch.

Benefits

• Medical, dental, and vision insurance.
• Paid time off and holidays.
• A retirement plan.

How to apply

Apply at https://callcenterpower.com/careers/ — along with your resume, include a brief summary of the Genesys Cloud capabilities you have deployed hands-on and the depth of your experience with each, specifically calling out Conversational AI, WEM, and Speech and Text Analytics. List your active Genesys certifications with the year each was earned or last renewed. No agencies, staffing firms, or C2C. We only accept applications from individuals applying directly.

Equal opportunity employer

Call Center Power is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.