Genesys Cloud CX Contact Centre Architect

DXC Technology Morocco; Canberra; Sur place; AUD 180 000 - 240 000; Plein temps

Résumé du poste

DXC Technology is seeking a Certified Genesys Cloud CX Contact Centre Architect to own the end-to-end solution design for complex bids and delivery. The role will lead technical response efforts, evaluations, and demonstrations, and define migration paths from Genesys Engage to Genesys Cloud CX, while shaping the managed services model for government workloads.

Based in Australia, the role can be Sydney or Canberra.

Qualifications

• Deep expertise in Genesys Cloud CX and contact centre operations.
• Track record delivering large-scale contact centre solutions (hundreds to thousands seats).
• Strong grasp of SIP, routing, IVR, AI, WEM, analytics.
• Experience integrating contact centre platforms with CRM and back-office systems.
• Proven ability to lead technical bid responses and present to evaluation panels.

Responsabilités

• Own end-to-end Genesys Cloud CX solution architecture across bids and delivery.
• Lead the technical solution response for active pursuits and evidence architecture in client sessions.
• Represent DXC as lead architect in client evaluation sessions and product demonstrations.
• Define migration approach from Genesys Engage to Genesys Cloud CX including data/user migration.
• Shape managed services operating model and transition alignment for contact centre operations.
• Address security and assurance requirements (IRAP/ISM) in government workloads.
• Provide governance and estimating rigour with resource models and risk identification.
• Build DXC's internal Genesys Cloud CX architecture capability and act as design authority.
• Support Genesys partnership and supplier alignment through pursuit and contracting.

Connaissances

Genesys Cloud CX

Architecture leadership

Bid responses

Migration to Cloud

Security & IRAP

Governance

Leadership

Partner relationship

Solution architecture

Description du poste

DXC Technology is a leading global IT services and consulting organisation, operating in more than 60 countries with over 120,000 employees worldwide. In Australia, DXC partners with government and enterprise organisations to deliver large-scale digital transformation, cloud, applications, data, cybersecurity, and managed services solutions across a broad range of industries.

The Role

We are seeking a Certified Genesys Cloud CX Contact Centre Architect to join our growing practice. This person owns the end-to-end contact centre solution architecture – leading the technical response, standing behind it in client evaluation sessions and proof-of-architecture demonstrations, and setting the design that carries through to delivery.

This role can be based in Sydney or Canberra and suitable candidates must hold Australian Citizenship. Government Security Clearances – Baseline or above, are highly advantageous. We are open to both contract and perm applicants.

Key responsibilities

• Own the end-to-end Genesys Cloud CX solution architecture across bids and delivery – telephony/voice connectivity, routing, IVR/bot and conversational AI, WEM, reporting/analytics, and integration to CRM, identity and back-office systems.
• Lead the technical solution response for active pursuits, including the Commonwealth Interactions Centre Solution bid due early August – authoring architecture content, resolving deficiencies raised in client feedback, and evidencing solution compliance with credible reference architectures and case studies.
• Represent DXC as the lead architect in client evaluation sessions, product demonstrations, proof-of-architecture and voice-connectivity workshops, working alongside Genesys as partner.
• Define the migration approach from Genesys Engage to Genesys Cloud CX, including data and user migration, cutover sequencing and risk mitigation.
• Shape the managed services operating model and transition/CCD alignment for contact centre operations, in conjunction with the Managed Services and Transition leads.
• Address security and assurance requirements – including IRAP / ISM considerations and assurance sequencing – in the solution design for government workloads.
• Provide technical governance and estimating rigour, giving accurate resource models and named-personnel input, and calling out risk early.
• Build DXC's internal Genesys Cloud CX architecture capability – reducing reliance on partner and third-party resources over time – and act as the design authority for downstream delivery teams.
• Support the Genesys partnership relationship and back-to-back supplier alignment through the pursuit and contracting process.

DXC Technology is a leading global IT services and consulting organisation, operating in more than 60 countries with over 120,000 employees worldwide. In Australia, DXC partners with government and enterprise organisations to deliver large-scale digital transformation, cloud, applications, data, cybersecurity, and managed services solutions across a broad range of industries.

The Role

We are seeking a Certified Genesys Cloud CX Contact Centre Architect to join our growing practice. This person owns the end-to-end contact centre solution architecture – leading the technical response, standing behind it in client evaluation sessions and proof-of-architecture demonstrations, and setting the design that carries through to delivery.

This role can be based in Sydney or Canberra and suitable candidates must hold Australian Citizenship. Government Security Clearances – Baseline or above, are highly advantageous. We are open to both contract and perm applicants.

Key responsibilities

• Own the end-to-end Genesys Cloud CX solution architecture across bids and delivery – telephony/voice connectivity, routing, IVR/bot and conversational AI, WEM, reporting/analytics, and integration to CRM, identity and back-office systems.
• Lead the technical solution response for active pursuits, including the Commonwealth Interactions Centre Solution bid due early August – authoring architecture content, resolving deficiencies raised in client feedback, and evidencing solution compliance with credible reference architectures and case studies.
• Represent DXC as the lead architect in client evaluation sessions, product demonstrations, proof-of-architecture and voice-connectivity workshops, working alongside Genesys as partner.
• Define the migration approach from Genesys Engage to Genesys Cloud CX, including data and user migration, cutover sequencing and risk mitigation.
• Shape the managed services operating model and transition/CCD alignment for contact centre operations, in conjunction with the Managed Services and Transition leads.
• Address security and assurance requirements – including IRAP / ISM considerations and assurance sequencing – in the solution design for government workloads.
• Provide technical governance and estimating rigour, giving accurate resource models and named-personnel input, and calling out risk early.
• Build DXC's internal Genesys Cloud CX architecture capability – reducing reliance on partner and third-party resources over time – and act as the design authority for downstream delivery teams.
• Support the Genesys partnership relationship and back-to-back supplier alignment through the pursuit and contracting process.

Essential experience and skills

• Deep, demonstrable expertise in the Genesys Cloud CX platform and modern contact centre operations – recognised as a genuine subject-matter authority in the market.
• Track record designing and delivering large-scale (multi-hundred to multi-thousand seat) contact centre solutions, ideally including Genesys Engage-to-Cloud migrations.
• Strong grasp of contact centre voice/telephony connectivity, SIP, carrier integration, routing, IVR, conversational AI/bots, WEM and analytics.
• Experience integrating contact centre platforms with CRM, identity and enterprise back-office systems.
• Proven ability to lead technical bid responses and to present and defend architecture directly to demanding clients and evaluation panels.
• Comfortable operating at Senior Manager level – leading multi-disciplinary bid and delivery teams, engaging executives, and owning technical governance.
• Genesys Cloud CX certifications and current partner-level accreditation.
• Experience shaping managed services operating models (traditional MSI vs global SaaS models).

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