Genesys Cloud Technical Architect

Siemens Healthineers; Karnataka; On-site; INR 3,000,000 - 5,000,000; Full time

Job summary

Siemens Healthineers is seeking a senior Genesys Technical Architect to define and govern the technical architecture of the global Genesys Cloud contact center platform. You will translate business requirements into scalable, secure Genesys Cloud solutions covering voice, digital channels, IVR, routing, and analytics across regions.

You will lead design for integrations with CRM, ERP, MS Teams and middleware, ensuring architecture quality, standardization and successful implementation of

Qualifications

• Strong hands-on experience in Genesys Cloud architecture, configuration and implementation for enterprise contact center environments.
• Deep understanding of Genesys Cloud capabilities including Architect call flows, IVR, ACD routing, skill-based routing, bullseye routing, queues, users, roles, divisions, scripts, wrap-up codes and reporting.
• Experience integrating Genesys Cloud with CRM, ITSM, ERP, Microsoft Teams, identity platforms, data lake, analytics or reporting solutions.

Responsibilities

• Define the end-to-end technical architecture for Genesys Cloud contact center solutions, ensuring alignment with global platform standards and enterprise architecture principles.
• Design scalable Genesys Cloud solutions across IVR, call flows, queues, routing, data tables and analytics.
• Lead technical solution design for integrations between Genesys Cloud and enterprise systems (CRM, SAP, ServiceNow, Teams, etc.).
• Translate business processes into technical designs, configuration blueprints and implementation guidelines.
• Provide technical leadership to delivery teams during configuration, development and deployment.

Skills

Genesys Cloud

Architect call flows

APIs & Integrations

Cloud security

Stakeholder mgmt

Education

Bachelor's or Master’s in IT/CS/Engineering

Tools

Azure

SnapLogic

REST APIs

Job description

Job Summary:

As a Genesys Technical Architect, you will be responsible for defining, designing and governing the technical architecture of the global Genesys Cloud contact center platform. The role will translate business and operational requirements into scalable, secure and maintainable Genesys Cloud solutions across Universal UI, voice, digital channels, routing, IVR, integrations, reporting and automation capabilities. You will work closely with business stakeholders, product owners, service owners, integration teams, vendors and delivery teams to ensure architecture quality, platform standardization, solution consistency and successful implementation of Genesys capabilities across regions.

Key Responsibilities:

• Define the end-to-end technical architecture for Genesys Cloud contact center solutions, ensuring alignment with global platform standards, business requirements and enterprise architecture principles.
• Design scalable Genesys Cloud solutions across IVR, call flows, queues, routing strategies, skills, data tables, callbacks, voicemail, digital channels, workforce management, analytics and AI-enabled capabilities.
• Lead technical solution design for integrations between Genesys Cloud and enterprise systems such as CRM, ServiceNow, SAP, Microsoft Teams, identity management, reporting platforms and middleware solutions.
• Translate business processes, customer journeys and operational needs into technical designs, architecture documents, configuration blueprints and implementation guidelines.
• Provide technical leadership to delivery teams during configuration, development, testing, deployment and transition to operations for new Genesys features and enhancements.
• Review and validate solution designs, integration patterns, security controls, data flows, API usage and configuration changes to ensure stability, performance, maintainability and compliance.
• Missing Telco Architecture capability – Technical knowledge & setup, Global geo capability of legal laws/regulation
• Internal SHS Infra setup – know-how & understanding
• Integration Architecture – Data Lake / DB (Snowflake/SQL/Azure), Pipeline (Snaplogic) & other middleware with source
• Support complex technical issue resolution by analyzing platform behavior, integration failures, routing logic, call flow defects, performance concerns and configuration dependencies.
• Maintain technical architecture documentation, reusable design patterns, standards, decision logs and roadmap inputs for continuous platform evolution.

Required Skills and Experience:

• Strong hands-on experience in Genesys Cloud architecture, configuration and implementation for enterprise contact center environments.
• Deep understanding of Genesys Cloud capabilities including Architect call flows, IVR, ACD routing, skill-based routing, bullseye routing, queues, users, roles, divisions, scripts, wrap-up codes and reporting.
• Experience designing omnichannel contact center solutions across voice, email, chat, messaging, SMS, callbacks, voicemail and digital engagement channels.
• Strong knowledge of Genesys Cloud APIs, integration patterns, event-driven architecture, authentication, SCIM/user provisioning, data actions and middleware-based integrations.
• Experience integrating Genesys Cloud with CRM, ITSM, ERP, Microsoft Teams, identity platforms, data lake, analytics or reporting solutions.
• Good understanding of cloud architecture, security, network connectivity, telephony concepts, SIP, SBC, BYOC/Cloud Voice concepts and enterprise identity management.
• Ability to create technical architecture documents, solution designs, sequence flows, integration specifications, test support documentation and operational handover materials.
• Strong communication and stakeholder & project management skills, with the ability to explain technical decisions, risks and trade-offs to business, IT and vendor stakeholders.

Preferred Qualifications:

• Bachelor’s or master’s degree in information technology, Computer Science, Engineering, Telecommunications or a related technical discipline.
• 8-10 years of overall IT experience, including significant experience in contact center technology, cloud platform architecture or enterprise communications solutions.
• Minimum 4-5 years of practical experience with Genesys Cloud or Genesys PureCloud implementation, configuration, architecture or technical leadership.
• Genesys Cloud certifications such as Genesys Cloud Certified Professional, Architect or Developer are preferred.
• Experience with integration platforms and cloud technologies such as Azure, AWS, Snaplogic, REST APIs, JSON, JavaScript or similar technologies is an advantage.
• Experience working in global transformation programs, multi-country rollouts, managed service environments or distributed delivery teams is preferred.
• Experience working with managed service providers, platform vendors and distributed support teams across multiple countries and time zones.