Solutions Architect (Genesys Cloud CX)

Capgemini Philippines Corp.; Eastern Manila District; On-site; PHP 1,500,000 - 2,500,000; Full time

Job summary

Capgemini Philippines Corp. is seeking an experienced Solution Architect to provide end-to-end architecture leadership for a contact center transformation using Genesys Cloud CX, Kore.ai, CRM and enterprise integrations.

You will translate requirements into secure, scalable designs and collaborate with client teams, Genesys, Kore.ai and delivery partners. The role requires 12+ years in enterprise/contact-center technology and strong cloud/security expertise, with a proven ability to guide

Qualifications

• Over 12 years in enterprise/contact-center technology.
• Strong architecture experience with Genesys Cloud CX and multi-vendor programs.
• Experience translating business requirements into architecture decisions.
• Proven ability to define integration boundaries and maintain ADRs.
• Experience leading architecture reviews and obtaining design approvals.

Responsibilities

• Own the overall solution architecture across Genesys Cloud CX, Kore.ai, CRM and enterprise integrations.
• Translate functional and non-functional requirements into architecture decisions.
• Define clear integration boundaries across Genesys, Kore.ai, CRM and client systems.
• Produce and maintain architecture diagrams, interface designs, integration catalogs and architecture decision records.
• Lead architecture reviews and secure required design approvals.

Skills

Genesys Cloud CX

Contact center architecture

Enterprise integrations

Kore.ai

Cloud security

Job description

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

YOUR ROLE

We are seeking an experienced Solution Architect to provide end-to-end architecture leadership for a contact center transformation encompassing Genesys Cloud CX, Kore.ai Conversational AI, CRM, enterprise APIs, digital channels, Quality Management, Workforce Management, reporting and enterprise integrations.

The Solution Architect will be the architecture focal point, working closely with client business and technology teams, delivery teams, Genesys, Kore.ai and other technology partners. The role will translate business and functional requirements into secure, scalable and implementable solution designs aligned with client architecture and SDLC standards.

Key Responsibilities:

End-to-End Solution Architecture

• Own the overall solution architecture across Genesys Cloud CX, Kore.ai, CRM, enterprise services and enterprise integrations.
• Translate functional and non-functional requirements into solution components and architecture decisions.
• Define clear integration and responsibility boundaries across Genesys, Kore.ai, CRM and client enterprise systems.
• Produce and maintain architecture diagrams, interface designs, integration catalogues and architecture decision records.
• Lead architecture reviews and secure required design approvals.

Genesys Cloud CX Architecture

• Provide architecture oversight for Architect voice and digital flows, IVR and self-service, ACD, queues, skills, routing, transfers, recording, agent workspace, Quality Management, Workforce Management, Agent Assist, reporting and analytics.
• Guide decisions across native configuration, extension, custom development and external integration.
• Review designs produced by Genesys technical leads and developers for alignment with the approved target architecture

Kore.ai and Conversational AI

• Work with the Kore.ai Technical Lead on intent recognition, dialogue management, context management, multilingual interactions, self-service, knowledge, GenAI and human-agent handoff.
• Define integration patterns between Kore.ai, Genesys Cloud and enterprise services.
• Evaluate requirements against native capability, configuration, extension and customization boundaries.
• Ensure intent history and interaction context are preserved and made available during live-agent escalation.

Voice and Multilingual Architecture

• Establish the target voice architecture covering Genesys, conversational AI, ASR/STT and TTS components.
• Assess support for required business languages, including per-utterance language detection and mid-call language switching.
• Lead decisions on third-party speech services where native capabilities do not meet requirements.
• Ensure voice quality, latency, code-switching behavior and speech-recognition accuracy are included in acceptance criteria.

Integration Architecture

• Define secure integration patterns for CRM, core business systems, customer profile, case management, authentication, knowledge and reporting/data platforms.
• Define API contracts, data mappings, error handling, timeout/retry behavior, observability and security controls.
• Promote reusable enterprise integration patterns and minimize unnecessary point-to-point interfaces.

Digital Channels

• Provide architecture guidance for voice, chat, messaging and social-channel journeys, based on business requirements.
• Ensure channel-specific designs remain consistent with the omnichannel customer-experience architecture.

Security and Non-Functional Requirements

• Address IAM, authentication, authorization, encryption, API security, PCI considerations, PII handling, auditability, retention, resilience, disaster recovery, performance, scalability, availability and AI guardrails.
• Support security architecture reviews and remediation of findings.

Solution Fit-Gap and Requirement Analysis

• Classify requirements using Native/OOTB → Configuration → Extension → Integration → Customization.
• Challenge unnecessary customization and provide solution options with complexity, risk and dependency implications.
• Identify architecture gaps early and maintain assumptions, dependencies and decision records.

Design and Delivery Governance

• Participate across Discovery, Foundation, Build/Release, SIT, UAT, cutover and hypercare.
• Maintain architecture continuity from requirements through production deployment.
• Conduct cross-vendor design reviews and support architecture-related defect triage.
• Support production-readiness and go-live assessments.

Stakeholder Engagement

• Work closely with client business, IT, security, infrastructure and architecture stakeholders.
• Facilitate architecture and technical workshops and translate business requirements into actionable designs.
• Coordinate architecture decisions between client stakeholders and distributed delivery teams.
• Represent the end-to-end solution in client-facing technical discussions.

YOUR PROFILE

• 12+ years of enterprise/contact-center technology experience, including 5+ years in a Solution Architect, Contact Center Architect or equivalent role
• Strong hands-on architecture experience with Genesys Cloud CX
• Depth in contact center routing, IVR, voice, digital channels, agent desktop, APIs, Quality Management, Workforce Management, reporting and analytics
• Experience integrating contact center platforms with CRM and enterprise backend systems
• Strong understanding of cloud architecture, security, resilience and non-functional requirements
• Experience delivering complex, multi-vendor programs with distributed delivery teams.

WHAT YOU’LL LOVE ABOUT WORKING HERE

We promote Diversity & Inclusion as we believe diversity of thought fuels excellence and innovation.

In Capgemini, you are the architect of your career growth. We equip people in maximizing their full potential by providing wide array of career growth programs that empower them to get the future they want.

Capgemini fosters impactful experiences for its people that would aid in bringing out the best in them for them, for the company, and for their clients.

ABOUT CAPGEMINI

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.

Get the future you want |www.capgemini.com