Technology Architect - Cloud Contact Center Solutions

Accenture India Private Limited; Kolkata District; On-site; INR 600,000 - 900,000; Full time

Job summary

Accenture India Private Limited seeks an experienced Genesys Cloud CX Architect to lead architecture, migration and deployment for enterprise contact center environments. You will design scalable, secure customer experience platforms by integrating Genesys Cloud CX with key enterprise systems and leading cross-functional teams.

The role blends hands-on design with strategic oversight, requiring collaboration with stakeholders and clients to deliver high-performance contact center solutions.

Qualifications

• Minimum 15+ years in contact center technologies.
• At least 4+ years 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.

Responsibilities

• Architect and design Genesys Cloud CX solutions end-to-end.
• Translate business requirements into scalable technical designs.
• Ensure designs meet security, compliance and operational standards.
• Oversee implementation of voice, chat, email, SMS, IVR, routing and WFM features.
• Integrate Genesys Cloud with CRM/ERP/ databases via APIs/middleware.
• Serve as SME; enforce best practices in design and deployment.
• Mentor internal teams and collaborate across security, network, and architecture.
• Stay current with Genesys Cloud features and industry trends.
• Troubleshoot production/staging issues and support escalations.
• Document architecture, configurations and change logs for compliance.

Skills

Genesys Cloud CX

IVR design

Call routing

APIs / JSON / JavaScript

WEM / Analytics

Salesforce integration

ERP integration

CI/CD / DevOps

ITIL / Agile

Education

Bachelor's degree in CS/Engineering

Tools

Salesforce

MS Dynamics

ERP systems

Job description

Technology Architect 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: Lead end-to-end architecture and solution design for Genesys Cloud deployments.
• 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.