Genesys Cloud Architect

Miratech; Cambridge; On-site; CAD 140,000 - 170,000; Full time

Job summary

Miratech is seeking an experienced Genesys Cloud Architect to lead the design and evolution of cloud-based contact center solutions. You will define the technical vision, design scalable architectures, and align with business objectives and enterprise strategy.

You will collaborate with stakeholders, owners, and cross-functional teams to deliver future-ready CX solutions on the Genesys Cloud CX platform. 7+ years in related tech and hands-on leadership are expected.

Qualifications

• 7+ years in contact center tech with Genesys Cloud CX expertise.
• Experience designing large-scale cloud contact centers.
• Knowledge of IVR, routing, omnichannel, WFM, analytics, and AI/ML.
• Experience with REST/SOAP APIs and microservices.
• CRM integrations with major platforms (Salesforce, Dynamics, ServiceNow).
• Strong infrastructure planning and high-availability focus.
• Understanding of business processes and CX tech alignment.
• Deep SIP infrastructure knowledge including SBCs and load balancing.

Responsibilities

• Lead end-to-end architecture and design of Genesys Cloud CX solutions.
• Translate business needs into scalable, secure technical designs.
• Define technical roadmap for contact center and CX platforms.
• Collaborate with enterprise architects for seamless integration.
• Provide hands-on technical leadership across design, develop, test, and deploy.
• Mentor engineering teams and enforce architectural standards.
• Oversee integrations with CRM, WFM, and analytics platforms.
• Ensure security, compliance, and performance requirements.
• Stay current with Genesys Cloud capabilities and CX trends.

Skills

Genesys Cloud CX

Cloud contact center design

IVR & routing

Omnichannel solutions

WFM analytics

AI/ML capabilities

API integrations

CRM integrations

SIP SBCs

Tools

Salesforce

Microsoft Dynamics

ServiceNow

Job description

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-drivenorganizationand our culture of Relentless Performance has enabled over 99% ofMiratech'sengagements to succeed by meeting or exceeding our scope, schedule, and/or budgetobjectivessince ourinceptionin 1989.
Miratech has coverage across 5 continents andoperatesin over 25 countries around the world. Miratech retainsnearly 1000full-time professionals, and our annual growth rate exceeds 25%.

Job Description

We are looking for an experiencedGenesys Cloud Architectto lead the design, architecture, and evolution of cloud-based contact center solutions. In this role, you will be responsible for defining the technical vision, designing scalable and resilient architectures, and ensuring alignment with business objectives and enterprise technology strategy. You will act as a key technical leader, working closely with business stakeholders, product owners, and cross-functional engineering teams to deliver integrated, future-ready customer experience solutions built on the Genesys Cloud CX platform.

Responsibilities:

• Lead the end-to-end architecture and design of Genesys Cloud CX solutions
• Translate business requirements into scalable, secure, and high-performing technical designs
• Define and drive the technical roadmap for contact center and CX platforms
• Collaborate with enterprise architects and other technology teams to ensure seamless integration across systems
• Provide hands-on technical leadership across solution design, development, testing, and deployment phases
• Guide and mentor engineering teams, ensuring best practices and architectural standards are followed
• Oversee integrations with third-party systems such as CRM, WFM, and analytics platforms
• Ensure solutions meet security, compliance, and performance requirements
• Stay current with Genesys Cloud capabilities and CX industry trends, driving continuous innovation

Qualifications

• 7+ years of experience in contact center technologies, with strong expertise in Genesys Cloud CX solutions
• Proven experience in designing and delivering large-scale cloud contact center solutions
• Strong knowledge of: IVR, call flows, and routing strategies; Omnichannel solutions (voice, chat, email, messaging); Workforce Management (WFM), call recording, and analytics; AI/ML capabilities
• Hands-on experience with API integrations (REST/SOAP) and microservices architecture
• Experience integrating Genesys Cloud CX with CRM platforms such as Salesforce, Microsoft Dynamics, or ServiceNow
• Strong background in infrastructure planning, solution design, deployment, and lifecycle management, ensuring high availability and performance
• Solid understanding of business processes and their alignment with customer experience technologies
• Deep knowledge of SIP infrastructure, including SIP protocol, Session Border Controllers (SBCs), and load balancing approaches