Senior Architect

Deutsche Post DHL; Chennai; Hybrid; INR 4,000,000 - 6,500,000; Full time

Benefits offered by this job

Hybrid work arrangements

Medical Insurance: Self + Spouse + 2+

Parental Insurance option

In-house training programs

Job summary

DHL IT Services in Chennai seeks a Principal Architect (Genesys) to own architectural strategy, governance and the technical roadmap for Genesys Cloud CX platforms. You will partner with business leaders, product teams and engineering to design scalable, secure solutions and drive modernization across global contact-center environments.

You bring 10+ years in contact center roles, hands-on Genesys Cloud CX expertise and a track record of leading cross-functional teams, with strong stakeholder

Qualifications

• Ten+ years of experience in contact center environments with deep hands-on Genesys Cloud CX knowledge.
• Active Genesys Cloud certification is a strong advantage.
• Strong understanding of CCaaS, Omnichannel architecture, Digital Channels, WFM, queuing and routing, and conversational design.

Responsibilities

• Define and own the architectural strategy, governance, and roadmap for Genesys Cloud CX platforms.
• Lead end-to-end architecture for Genesys-based contact centers, including integration with CRM and enterprise systems.
• Ensure security, data privacy, and compliance across global environments; partner with stakeholders to align features with business goals.
• Guide and mentor technical teams and coordinate with Genesys and partners on roadmap and escalations.

Skills

Genesys Cloud CX

CCaaS

Omnichannel

WFM

AI in CC

Genesys certification

Tools

AppFoundry

Dialog Engine

NLP

Job description

Your IT Future, Delivered

Principal Architect (Genesys)

With a global team of 5600+ IT professionals, DHL IT Services connects people and keeps the global economy running by continuously innovating and creating sustainable digital solutions. We work beyond global borders and push boundaries across all dimensions of logistics. You can leave your mark shaping the technology backbone of the biggest logistics company of the world. Our offices in Cyberjaya, Prague, and Chennai have earned #GreatPlaceToWork certification, reflecting our commitment to exceptional employee experiences.

Digitalization. Simply delivered.

At IT Services, we are passionate about SaaS, Cloud technologies and Customer focus. Our Telephony Solutions team is continuously expanding. You can always grow within our diverse environment.

#DHL #DHLITServices #GreatPlace#Omnichannel#Omni #CCaaS #Genesys#WFM

Grow Together

As a Principal Architect (Genesys), you will own the architectural strategy, governance, and technical roadmap for our enterprise-scale Genesys Cloud CX platforms. You'll partner with business leaders, product teams, and engineering to design scalable, secure, and innovative solutions leveraging Genesys Cloud CX technologies.

This is a hands-on architectural leadership role- perfect for someone who enjoys solving complex problems and driving high-performance customer experiences across global environments.

You will lead the end-to-end architecture for Genesys-based contact center solutions, designing scalable and resilient capabilities across voice, digital channels, IVR, bots, and workforce optimization. You will architect integrations with CRM, identity, analytics, and enterprise systems while driving modernization and best practices. As a senior technical leader, you will guide technical team, collaborate with business stakeholders to shape future-ready designs, ensure compliance with security and data privacy standards, and work closely with Genesys and technology partners on roadmap alignment and influence feature evolution, and resolve technical escalations to support a world-class customer engagement ecosystem

Ready to embark on the journey? Here's what we are looking for:

As a Principal Architect (Genesys), you should have at least 10 years of experience in Contact Center environments with deep hands-on expertise in the Genesys Cloud CX platform. Knowledge of AI capabilities in the Contact Center space—such as Contact Center AI (CCAI), Genesys Cloud AI, or other relevant AI tools—along with an active Genesys Cloud certification is a strong advantage. You are a Genesys Cloud expert with solid understanding of CCaaS, Omnichannel architecture, Digital Channels, Workforce Management (WFM), queuing and routing, conversational design using Genesys Cloud Architect, AppFoundry solutions, and AI-driven automation including Dialog Engine, bots and NLP.

In this role, you are expected to operate with a high degree of autonomy, effectively managing complex priorities, meeting deadlines, and performing well under demanding circumstances. Your work regularly involves global coordination, and you collaborate with teams across regions and time zones; therefore, strong communication and interpersonal skills are critical for influencing stakeholders, aligning diverse technical teams, and driving architectural decisions in a multinational environment.

An array of benefits for you:

• Hybrid work arrangements to balance in-office collaboration and home flexibility.
• Medical Insurance: Self + Spouse + 2 children. An option to opt for Voluntary Parental Insurance (Parents / Parent -in-laws) at a nominal premium covering pre existing disease.
• In House training programs: professional and technical training certifications.