Especialista Genesys

Hiberus; Madrid; On-site; EUR 90,000 - 150,000; Full time

Benefits offered by this job

Purpose-Driven Culture

Global Exposure

Growth & Innovation

Flexibility & Structure

Job summary

Roche is transforming its Contact Center and Telephony platforms to deliver faster time-to-value and enable AI-driven use cases across Pharmaceuticals and Diagnostics. The Senior Solution Architect will lead the architectural vision, guide product teams, and drive long-term technical strategy while managing debt and maintaining enterprise alignment.

You will collaborate with global teams, ensure robust data models and integration pathways, and mentor others to elevate Roche's architecture

Qualifications

• Proven track record as a Solution Architect in complex, multi-product environments.
• Deep, hands-on experience with cloud-based telephony products, specifically CCaaS (Genesys Cloud).
• Expert knowledge in data models, taxonomies, and integration patterns; ability to guide ADRs.

Responsibilities

• Architectural Leadership: design standards-based solutions balancing product requirements with enterprise standards and manage technical debt.
• Innovation & AI: drive adoption of AI transformative use cases in CCaaS and evaluate new technologies.
• Strategic Collaboration: work with architects and product teams, ensuring robust data models, ontologies, and integration paths.
• Mentorship & Influence: mentor colleagues and evolve Architecture Practices; explain complex concepts to stakeholders.

Skills

CCaaS expertise

Architectural leadership

Data modeling & integration

AI & conversational tech

English communication

Tools

Cloud Foundation

Security & Compliance

Job description

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

The Senior Solution Architect focuses on designing business-driven, standards-based, and future-ready solutions within a complex, multiple solution, or product context. In this role, you will design solutions that meet product requirements, business priorities, and enterprise standards while managing non-functional requirements (NFR) and fitness functions. You will lead others to solve complex problems, maintain the vision and roadmap for multiple solutions, provide technical oversight to product teams, and evaluate new technologies to continuously improve existing solutions and manage technical debt.

Description of the area

The Customer Interaction Platform and Services team is part of the Enterprise Platforms group. We provide Contact Center and Telephony services to all Roche divisions globally, including Pharmaceuticals and Diagnostics. Our team supports critical communication channels for both internal staff (such as Service Desk and other internal services) and external customers (including Patients, HCPs, and other partners).

We are currently transforming our Contact Center platform into a solution that allows us to innovate faster, deliver solutions to our consumers more quickly, and enable new AI transformative use cases.

Our team works closely with other architects within Enterprise Platforms, such as the Salesforce and ServiceNow teams. This collaboration ensures our systems are aligned, follow proper governance, and work together to provide a great user experience across the entire technology ecosystem.

We are a global team with a presence in all regions, supporting the Roche community wherever they are located.

The Role: Your day-to-day at Roche

In this position, you will lead the architectural vision for complex, large-scale products that serve both our Pharmaceuticals and Diagnostics divisions.

• Architectural Leadership: You will design standards-based solutions that balance product requirements with Roche's Enterprise standards. You'll be the "guardian" of the roadmap, managing technical debt and ensuring our landscape remains agile.
• Innovation & AI: You'll drive the adoption of AI transformative use cases within our CCaaS (Contact Center as a Service) environment, evaluating new technologies and conducting vendor assessments to keep us at the front end of the industry.
• Strategic Collaboration: You will work side-by-side with other architects and product teams, providing technical oversight and ensuring our data models, ontologies, and integration pathways are world‑class.
• Mentorship & Influence: As a senior expert, you'll mentor others and help evolve our global Architecture Practices. You'll be a master at explaining complex concepts to stakeholders and negotiating solutions that drive real value.

Who You Are: Your Profile

You are someone who thrives in complex, global environments. You are a natural problem‑solver who uses analytical depth to find innovative paths forward. You are passionate about people, technology, and change.

Your technical toolkit should include:

• Extensive Experience: Proven track record as a Solution Architect in complex, multi-product environments.
• CCaaS Expertise: Deep, hands‑on experience with cloud-based telephony products, specifically Genesys Cloud (CCaaS). You understand End-to‑End voice topologies.
• Tech Savvy: Expert knowledge in Cloud Foundation, Security & Compliance, and a strong passion for AI & Conversational Technologies.
• Architectural Craft: Proficiency in creating Data Models, Taxonomies, and Integration patterns, as well as managing Architecture Decision Records (ADRs).
• Communication: Exceptional English skills (bilingual environment) and the ability to influence stakeholders at all levels.

What We Offer

• A Purpose-Driven Culture: Join a team that is genuinely passionate about improving healthcare.
• Global Exposure: Work with diverse teams across all regions and divisions of Roche.
• Growth & Innovation: Be at the center of our digital transformation, with access to the latest tools in AI and Cloud technology.
• Flexibility & Structure: A professional environment that values both your expertise and your work‑life balance.

Who we are

A healthier future drives us to innovate. Together, more than 100,000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life‑changing healthcare solutions that make a global impact.

Roche is an Equal Opportunity Employer.