Contact Center Architect

DCG; Warszawa; On-site; PLN 180,000 - 300,000; Full time

Benefits offered by this job

Private medical care

Co-financing for the sports card

Training & learning opportunities

Constant consultant support

Job summary

DCG is seeking a Contact Center Architect to drive customer workshops, craft technical concepts, and guide the implementation of contact center solutions using Genesys, Cognigy or Parloa. You will advise customers, ensure feasibility, and deliver polished presentations while collaborating with partners on integrations and interfaces.

The role focuses on deepening expertise in CC and Conversational AI domains, with strong emphasis on cross‑functional communication and hands‑on platform work.

Qualifications

• Fluent German and English communication with clients and partners (B2/C1).
• Experience in conducting customer workshops and creating technical concepts.
• Interest or experience in platforms: Genesys, Cognigy, or Parloa including integration work.

Responsibilities

• Lead customer workshops and gather requirements for contact center solutions.
• Design and present technical concepts and feasible architectures.
• Coordinate implementation, customization, and integration across platforms.
• Develop interfaces (WebServices, REST, JSON) and ensure smooth integration.

Skills

German

English

Workshop facilitation

Interface integration

Tools

Genesys

Cognigy

Parloa

MS Teams

Azure Entra

Job description

As a recruitment company, DCG understands that every business is powered by experienced professionals. Our management style and partnership approach enable us to meet your needs and provide continuous support. Due to our ongoing growth and the large number of recruitment projects we undertake for our partners, we are currently looking for:

Contact Center Architect

Responsibilities:

• Key role in all project phases for customer interaction solutions, including implementation, customization, and integration, based on platforms such as Genesys, Cognigy, or Parloa
• Conducting customer workshops to gather requirements and crafting technical concept documentation
• Advising customers and partners on solutions, ensuring feasibility, and delivering professional presentations
• Focused development and implementation of interface integrations (e.g., WebServices, REST, JSON)
• Expertise development in domain knowledge, such as Contact Center (CC) and Conversational AI (CAI)
• Active communication and collaboration with customers and project partners

  Requirements:

  • Experience in conducting customer workshops and creating technical concept documentation
  • Fluent communication skills in German and English (B2/C1) with the ability to work effectively with customers and partners
  • Experience or strong interest in developing expertise in at least one of the target platforms: Genesys, Cognigy, or Parloa, including interface development, customization, and integration
  • Familiarity with Microsoft technologies (MS Teams, Azure, Entra)
  • Interest in developing expertise in the Contact Center and/or Conversational AI domain

  Nice to have:

  • Knowledge of LLM and Prompting

  Offer:

  • Private medical care
  • Co-financing for the sports card
  • Training & learning opportunities
  • Constant support of dedicated consultant