Technology Architect

Accenture in India; Kolkata District; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Accenture in India invites an experienced Genesys Cloud CX Design and Architecture Engineer to lead design, migration, and deployment of enterprise-grade contact center solutions. You will architect scalable, secure CX platforms, integrate with key enterprise systems, and mentor cross-functional teams.

You will work hands-on and strategically with stakeholders to deliver cutting-edge contact center solutions, leveraging Genesys Cloud CX and ensuring regulatory and security compliance.

Qualifications

• Design and deliver Genesys Cloud CX solutions for enterprise contact centers.
• Migration from legacy platforms to Genesys Cloud CX.
• Experience integrating Genesys Cloud with CRMs (Salesforce, MS Dynamics) and ERP systems.
• Knowledge of APIs, JSON, and JavaScript.

Responsibilities

• Architect and Design Genesys Cloud CX Solutions
• Translate business requirements into scalable technical designs
• Align platform designs with security and compliance standards
• Oversee implementation of Genesys Cloud features (voice, chat, IVR, bots, routing)
• Configure integrations with CRM/ERP/databases
• Act as SME for Genesys Cloud CX
• Mentor internal teams and stakeholders
• Collaborate with security, network, platform engineering, architecture
• Stay current with Genesys Cloud features and industry trends
• Troubleshoot production and staging issues
• Maintain documentation and change logs

Skills

Genesys Cloud CX

APIs & JSON

JavaScript

Genesys Cloud Design

WEM & Omnichannel

CRM Integrations

SIP & WebRTC

CI/CD & DevOps

Cross-functional Collaboration

Communication Skills

Education

15 years full time education

Bachelor degree in Computer Science/Engineering/Telecommunications

Tools

Salesforce

MS Dynamics

ERP Integrations

Job description

Project Role

Technology Architect

Project Role Description

Design and deliver technology architecture for a platform, product, or engagement. Define solutions to meet performance, capability, and scalability needs.

Must have skills

Cloud Contact Center Implementation

Good to have skills

NA

Minimum 12 Year(s) Of Experience Is Required

Educational Qualification

15 years full time education

Job Summary

We are seeking an experienced Genesys Cloud CX Design and Architecture Engineer to lead the design, architecture, migration and deployment of Genesys Cloud solutions for enterprise-level contact center environments. You will play a critical role in delivering scalable, secure, and high-performance customer experience platforms by leveraging Genesys Cloud CX and integrating it with key enterprise systems. This role is both hands-on and strategic, and will work closely with business stakeholders, cross-functional teams, and clients to deliver cutting-edge contact center solutions.

Key Responsibilities

• Architect and Design Genesys Cloud CX Solutions
• Translate business and functional requirements into scalable and maintainable technical solutions.
• Align platform designs with compliance, security, and operational standards.
• Implementation and Configuration
• Oversee the technical implementation of Genesys Cloud features including voice, chat, email, SMS, IVR, bots, routing strategies, and WFM.
• Configure and manage integrations with third‑party platforms (e.g., CRM, ERP, databases).
• Platform Leadership and Governance
• Serve as the Subject Matter Expert (SME) for Genesys Cloud CX.
• Define and enforce best practices in design, configuration, and deployment.
• Participate in platform governance, change management, and solution lifecycle planning.
• Mentorship and Collaboration
• Provide guidance, training, and mentoring to internal teams and stakeholders.
• Collaborate with cross‑functional teams such as security, network, platform engineering, and architecture.
• Continuous Improvement
• Stay current with emerging Genesys Cloud features and industry trends.
• Proactively recommend and implement improvements to optimize performance and customer experience.
• Issue Management and Support
• Troubleshoot complex issues in production and staging environments.
• Support escalation processes and provide hands‑on technical support when needed.
• Documentation and Compliance
• Maintain thorough documentation of architecture, designs, configurations, and change logs.
• Ensure all solutions meet regulatory, security, and privacy standards.
• Experience
• Minimum 15+ years of experience in contact center technologies.
• At least 4+ years of hands‑on experience with Genesys Cloud CX
• Proven experience designing and deploying complex contact center solutions.
• Migration experience from legacy platforms to Genesys Cloud CX.
• Technical Skills
• Strong proficiency in Genesys Cloud Design, Administration, IVR design, call flows, and routing.
• Knowledge with APIs, JSON, and JavaScript.
• Knowledge of Genesys Workforce Engagement (WEM), Reporting/Analytics, Omnichannel (Chat, Email, SMS), and Bot integration.
• Experience integrating with systems like Salesforce, ServiceNow, MS Dynamics, or other enterprise tools / 3rd party applications.
• Understanding of SIP, WebRTC, and telephony standards.
• Experience with CI/CD pipelines and DevOps practices is a plus.
• Soft Skills
• Excellent verbal and written communication skills.
• Strong problem‑solving skills and attention to detail.
• Ability to work independently and in a globally distributed team environment.
• Comfortable working in a matrixed organization structure.

Preferred Experience

• Experience in a technical lead or architect role on enterprise‑scale contact center projects.
• Working knowledge of ITIL processes and Agile/Scrum methodologies.
• Experience in Industry vertical such as healthcare, finance, or regulated industries is an advantage.

Mandatory skill

• Proven ability to design, implement, and lead complex Genesys Cloud deployments including voice, IVR, routing, and omnichannel.
• Hands‑on experience integrating Genesys Cloud with CRMs (e.g., Salesforce, MS Dynamics), ERP, and other third‑party platforms via APIs and middleware.
• Ability to translate business requirements into technical designs, and work closely with cross‑functional teams and clients.

Good to Have skill

• CI/CD & DevOps Practices – Familiarity with automation pipelines, version control, and deployment tools to streamline configuration and testing.
• Experience in Regulated Industries (e.g., Finance, Healthcare) – Helpful in ensuring compliance and designing with regulatory standards in mind.
• Certification: Genesys Cloud Certified Professional

Required Qualifications & Skills

• Education:
• Bachelor s degree in Computer Science, Engineering, Telecommunications, or related field, or equivalent work experience.
• Certifications:
• Preferably Genesys Cloud Certified Professional
• Additional certifications in cloud platforms or contact center solutions are a plus.