Hybrid Genesys Cloud CX Solution Architect

Miratech1; Toronto; Hybrid; CAD 120,000 - 180,000; Full time

Benefits offered by this job

Health insurance

Relocation program

Remote-friendly culture

Professional development programs

Job summary

Miratech1 is seeking a senior solutions architect to lead end-to-end design of contact centre solutions. You will partner with senior stakeholders to define objectives and translate them into scalable, secure designs across IVR, routing, recordings, WFM and agent desktops.

The role focuses on Genesys Cloud CX architecture, API integrations, and enterprise system integrations, ensuring regulatory and security compliance is embedded from design through delivery.

Qualifications

• 5+ years of experience in solution design or solution architecture for contact centre technology.
• Strong understanding of IVR, call routing, call recording, quality monitoring, workforce management and agent desktop solutions.
• Proven ability to translate business requirements into scalable, resilient and secure solution designs.

Responsibilities

• Lead end-to-end solution design for contact centre initiatives from ideation to implementation.
• Partner with stakeholders and senior leaders to define objectives and recommend technical approaches.
• Translate business needs into scalable, secure contact centre designs across core services (IVR, routing, recording, WFM, agent desktop).
• Design Genesys Cloud CX solutions and integrations with internal/external apps.
• Define API consumption patterns and integration with enterprise systems.
• Provide architectural direction for integrations involving CRM, analytics, data services and middleware.
• Incorporate security, privacy, risk, and regulatory requirements into designs.
• Oversee implementation with delivery partners to ensure alignment with design.

Skills

Solution architecture

Contact centre design

API integrations

Security & regulatory compliance

Stakeholder communication

Leadership

Tools

Genesys Cloud CX

CRM systems

Analytics platforms

Job description

Miratech1 is seeking a senior solutions architect to lead end-to-end design of contact centre solutions. You will partner with senior stakeholders to define objectives and translate them into scalable, secure designs across IVR, routing, recordings, WFM and agent desktops.

The role focuses on Genesys Cloud CX architecture, API integrations, and enterprise system integrations, ensuring regulatory and security compliance is embedded from design through delivery.