Domain Architect – Contact Center Solutions (Genesys/Cisco)

World Wide Technology; Tlaquepaque; Presencial; MXN 1.867.000 - 2.716.000; Jornada completa

Descripción de la vacante

World Wide Technology is seeking a Domain Architect — Contact Center to lead enterprise design across Genesys and Cisco platforms, owning reference architectures for our largest customer engagements and translating complex business needs into practical technical solutions.

You will mentor engineers, collaborate with sales and pre-sales, design call flows, IVR, and AI layers, and represent WWT in executive conversations to drive successful outcomes and modernization of contact center ecosystems.

Formación

• 10+ years designing and deploying enterprise contact center solutions.
• Deep hands-on expertise in Genesys or Cisco, with strong working knowledge of the other.
• Strong foundation in contact center operations: routing, WFM, QM, reporting, and customer journey design.
• Excellent written, verbal, and executive-level presentation skills.

Responsabilidades

• Lead enterprise design for contact center transformations — produce High-Level and Low-Level designs aligned to WWT and customer documentation standards.
• Translate business requirements into technical architecture decisions across voice, digital, routing, WEM, and AI layers.
• Partner with sales and pre‑sales to scope opportunities, lead technical discovery, and contribute to Statements of Work and level‑of‑effort estimates.
• Provide technical oversight across the project lifecycle — schedules, dependencies, MOPs, and escalation support.
• Design and build call flows, routing strategies, and IVR / conversational experiences (e.g., Genesys Architect, Cisco ICM/CVP).
• Mentor engineers and consultants; raise the technical bar across the practice.
• Represent WWT in customer‑facing executive and architecture conversations.

Conocimientos

Enterprise design

Executive communication

Leadership

Architectural decisions

Customer-focused

Educación

Bachelor's degree

Herramientas

Genesys Cloud CX

Cisco contact center tools

Webex Contact Center

Salesforce Service Cloud

Descripción del empleo

World Wide Technology is seeking a Domain Architect — Contact Center to lead enterprise design across Genesys and Cisco platforms, owning reference architectures for our largest customer engagements and translating complex business needs into practical technical solutions.

You will mentor engineers, collaborate with sales and pre-sales, design call flows, IVR, and AI layers, and represent WWT in executive conversations to drive successful outcomes and modernization of contact center ecosystems.