Contact Center Architect: CX & Conversational AI Lead

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

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.