Genesys Cloud Architect
Cronos Europa
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Resumo da oferta
Cronos Europa Portugal is seeking a Senior/Expert Genesys Cloud Architect to lead target-state architecture for a multi-market contact centre program based in Lisbon. The role focuses on design governance, ensuring cohesion across voice and digital channels, and guiding delivery teams in a nearshore setting.
Responsibilities include routing design, IVR/conversation flows, workforce engagement, and CRM/data integrations, with a nearshore delivery model and on-site collaboration at least three
Qualificações
- Genesys Cloud (CX) architect experience - owning target-state architecture.
- Contact centre architecture across voice and digital channels.
- Routing and distribution design with queues, skills, and ACD logic.
- IVR / conversational flow design on Genesys Cloud.
- Integration architecture with Genesys Cloud APIs and CRM/data platforms.
- Forecasting, scheduling, and quality management for multi-market ops.
- Professional English for programme language.
- Senior to Expert level with 8+ years in contact centre tech
Responsabilidades
- Define the strategic architecture and target state for Genesys Cloud.
- Ensure consistency across voice and digital channels (telephony, email, chat, messaging, social).
- Balance business needs with technical constraints, scalability, and operations.
- Set the architectural direction for delivery teams.
- Architect routing and distribution to right skill, team, and market.
- Design self-service and automation: IVR and conversational flows and bots.
- Define workforce engagement architecture: forecasting, scheduling, quality.
- Define reporting and analytics model for contact centre performance.
Conhecimentos
Ferramentas
Descrição da oferta de emprego
Cronos Europa Portugal is the Lisbon delivery centre of Cronos Europa, part of the Cronos Group - a technology federation of 9,000+ professionals and 500+ competence centres across Europe. From our office at IDB Lisbon we deliver application development, architecture, and IT operations for major European organisations, working as an integrated nearshore extension of our clients' teams.
Cronos Europa Portugal is the Lisbon delivery centre of Cronos Europa, part of the Cronos Group - a technology federation of 9,000+ professionals and 500+ competence centres across Europe. From our office at IDB Lisbon we deliver application development, architecture, and IT operations for major European organisations, working as an integrated nearshore extension of our clients' teams.
- Client: Global automotive manufacturer - customer care technology programme
- Engagement: Full-time
- Start date: 1 October 2026
- Duration: minimum 6 months, extendable up to 3 years
- Model Nearshore: delivery from Lisbon
- Office presence: Minimum 3 days per week on-site in Lisbon
- Travel Delivery is 100% from Lisbon. Occasional travel to Germany is likely; colleagues from Germany will also visit the Lisbon team.
- Level: Senior / Expert
The client is consolidating how customers reach the brand across every market and every channel. Genesys Cloud is the contact centre and customer engagement platform behind that capability, working alongside a Salesforce CRM and case management layer and an enterprise data platform.
The Genesys Cloud Architect defines the strategic architecture and the target state for contact centre and customer engagement capabilities. This is a design and governance role at programme level - not a configuration or administration role.
TARGET-STATE ARCHITECTURE
- Define the strategic architecture and target state for contact centre and customer engagement capabilities on Genesys Cloud
- Ensure solution consistency across voice and digital channels - telephony, email, chat, messaging, and social
- Balance business requirements against technical constraints, scalability, and operational efficiency
- Set the architectural direction that delivery teams build against
- Architect routing and distribution logic that gets each contact to the right skill, team, and market
- Design self-service and automation: IVR and conversational flows, bots, and deflection
- Define the workforce engagement architecture - forecasting, scheduling, quality management
- Define the reporting and analytics model for contact centre performance across markets
- Design integration patterns between Genesys Cloud and the surrounding landscape - CRM and case management, enterprise data services, and operational systems
- Ensure interaction data flows coherently into reporting and customer records
- Work alongside the CRM, cloud, and data architects to keep the target architecture coherent
MANDATORY EXPERIENCE
- Genesys Cloud (CX) architect experience - owning target-state architecture, not only administration or flow building
- Contact centre architecture - across both voice and digital channels
- Routing and distribution design - queues, skills, ACD logic, priority and capacity rules
- IVR / conversational flow design - on Genesys Cloud
- Integration architecture - Genesys Cloud APIs, event handling, and integration with CRM and data platforms
- Workforce engagement management - forecasting, scheduling, quality
- Multi-market environments - multi-language contact centre operations
- English - professional working proficiency; it is the programme language
- Senior to Expert level - minimum 8 years in contact centre technology, of which at least 3 architecting on Genesys Cloud.
- Genesys Cloud certifications (CX Professional / Architect track)
- Experience integrating Genesys Cloud with Salesforce Service Cloud
- Migration experience from legacy platforms (Genesys Engage, PureConnect, Avaya, Cisco) to Genesys Cloud
- Background in customer service, after-sales, or another large-scale B2C service organisation
- Experience working in an Agile programme with Product Owners and Scrum Masters
- Additional European languages
- An attractive salary package
- A good work-life balance environment
- The assurance of working in cutting-edge technologies in an entrepreneurial spirit.
- The opportunity to develop your skills thanks to tailor-made training courses according to your needs
- A good job in a friendly place
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