Genesys Architect

Concentrix; Quezon City; On-site; PHP 892,800 - 1,339,200; Full time

Job summary

Concentrix is seeking a Genesys Architect to lead the architectural design and governance of Genesys Cloud CX implementations. This role requires collaboration with clients to translate business needs into effective contact center solutions. Candidates should have over 6 years of experience in enterprise environments, including 3 years in Genesys Cloud architecture.

The successful candidate will work closely with technical teams to ensure high-quality deployments and maintain compliance with security standards.

Qualifications

• 6+ years of experience in enterprise contact center environments.
• 3+ years in Genesys Cloud CX architecture.
• Strong understanding of platform configuration and routing strategies.

Responsibilities

• Lead architectural design and validation for Genesys Cloud implementations.
• Collaborate with clients to define scalable architecture.
• Ensure solutions are secure and optimized for delivery.

Skills

Architecture design

API integrations

Client engagement

IVR and ACD

Education

Bachelor’s degree in Information Technology or related field

Tools

Salesforce

Zendesk

Job description

The Genesys Architect – Cloud CX is responsible for leading the architectural design, validation, and governance of Genesys Cloud CX implementations across global clients. This role ensures that business requirements are translated into scalable, secure, and optimized contact center solutions. The architect works collaboratively with stakeholders across delivery, pre-sales, product, and client teams to ensure high-quality deployments and seamless integrations across technology ecosystems.

Client Engagement

• Collaborate with enterprise clients and solution teams to understand business objectives and define scalable architecture.
• Lead discovery and technical design workshops, translating complex business requirements into Genesys Cloud solution architectures.
• Support pre-sales efforts through technical assessments, solution scoping, and proposal design.

Solution Design and Implementation

• Own end-to-end architecture across Genesys Cloud CX components including IVR flows, digital channels, routing strategies, and APIs.
• Define platform integration strategies across CRMs (Salesforce, Zendesk), WEM platforms, legacy systems, and partner tools.
• Establish architectural best practices and lead technical validation during implementation lifecycles.
• Ensure that solutions are secure, compliant, and optimized for multi-region delivery.

Project and Delivery Support

• Partner with project managers, implementation consultants, and developers to ensure architectural alignment throughout delivery.
• Review technical designs, configurations, and integrations for accuracy and scalability.
• Participate in technical QA, go-live readiness checks, and issue resolution during delivery.

Post-Implementation Enablement

• Act as the senior technical escalation point for architecture-related issues and optimization requests.
• Contribute to continuous improvement initiatives by capturing lessons learned and reusable assets.
• Mentor delivery teams on platform capabilities, integrations, and solutioning frameworks.

Key Responsibilities

• Design and document Genesys Cloud CX architectures aligned to client environments and use cases.
• Define integration blueprints and oversee alignment to security, performance, and scalability standards.

Platform Governance

• Lead technical validation, platform reviews, and compliance assessments during the delivery lifecycle.
• Stay current on Genesys Cloud releases, roadmap updates, and emerging architecture trends.
• Provide technical thought leadership and guidance to executive stakeholders and internal teams.
• Lead knowledge transfer and enablement sessions to scale architectural excellence across the team.

Qualifications

• Bachelor’s degree in Information Technology, Engineering, Computer Science, or a related field.
• 6+ years of experience in enterprise contact center environments; 3+ years in Genesys Cloud CX architecture.
• Strong understanding of platform configuration, IVR, ACD, routing, API integrations, and data actions.
• Experience integrating Genesys Cloud with Salesforce, Zendesk, and other enterprise systems.
• Genesys certifications (GCX-D, GCX-Engage, GCX-Architect) preferred.
• Excellent client-facing communication and documentation skills.
• Ability to work flexible hours across global teams and clients.

Technical Leadership: Ability to design and validate scalable Genesys Cloud CX solutions for enterprise clients.

Solution Design: Skilled in aligning architecture with business goals and platform capabilities.

Integration Expertise: Deep understanding of system interconnectivity and API frameworks.

Stakeholder Engagement: Comfortable leading technical discussions with C-level and delivery teams.

Governance & Quality: Detail-oriented in reviewing solution designs and ensuring delivery consistency.