Genesys Cloud Architect

Affinity; Portugal; Híbrido; EUR 70 000 - 95 000; Tempo integral

Resumo da oferta

Affinity, a Portuguese technology consulting company with offices in Lisbon, Porto and Óbidos, seeks a Senior CC Architect to lead Genesys Cloud / PureCloud initiatives across multiple markets. You will design routing, queues, ACD logic, and omnichannel contact centre architectures, integrating CRM and data platforms.

Join a hybrid environment offering on-site, remote or blended work across international projects, and help define target-state architecture while guiding delivery teams and

Qualificações

• 8+ years of experience in contact centre technology and architecture.
• At least 3 years architecting Genesys Cloud / PureCloud solutions.
• Strong knowledge of contact centre architecture across voice and digital channels.
• Experience designing routing, queues, skills, ACD logic, priority and capacity rules.
• Strong experience with IVR, conversational flows, bots and self-service solutions.
• Experience with Genesys Cloud APIs, integrations and event handling.
• Experience integrating contact centre platforms with CRM, case management and enterprise data platforms.
• Knowledge of Workforce Engagement Management (WEM), including forecasting, scheduling and quality management.
• Experience working in multi-market / multi-language contact centre environments.
• Strong architectural mindset, with experience defining target-state architecture and technical direction.
• Ability to work with business, CRM, cloud, data and delivery teams and challenge stakeholders; fluent in English.

Conhecimentos

Contact Centre architecture

Genesys Cloud / PureCloud

Routing & ACD rules

IVR & bots

Genesys Cloud APIs

CRM integrations

WEM / forecasting & scheduling

Multi-market / multilingual CC

English fluency

Ferramentas

Genesys Cloud

CRM systems

Descrição da oferta de emprego

Our mission is to be a meaningful part of our people's careers. As we grow, so does our determination to offer the best experience to our employees and clients — and that’s exactly what drives us. We are a Portuguese technology consulting company with offices in Lisbon, Porto and Óbidos, and representations in Brazil and Tunisia. We have over 12 years of market expertise, and today we are a universe of around 400 people working on-site, remotely or in hybrid mode in projects across 20+ countries.

We believe that great people make successful companies, and that’s why we stand for the appreciation, recognition and growth of our professionals.

We don’t want to be just another line on your CV — we want you to live a Lifetime Experience with us. We invest in training and certifications that confirm your real progression, in promoting a healthy work-life balance, and in offering benefits that impact your personal life and career.

#welcometoyourfuture

What we’re looking for:

• 8+ years of experience in Contact Centre technology and architecture
• At least 3 years of experience architecting Genesys Cloud / PureCloud solutions
• Strong knowledge of Contact Centre architecture across voice and digital channels
• Experience designing routing, queues, skills, ACD logic, priority, and capacity rules
• Strong experience with IVR, conversational flows, bots, and self-service solutions
• Experience with Genesys Cloud APIs, integrations, and event handling
• Experience integrating Contact Centre platforms with CRM, case management, and enterprise data platforms
• Knowledge of Workforce Engagement Management (WEM), including forecasting, scheduling, and quality management
• Experience working in multi-market / multi-language Contact Centre environments
• Strong architectural mindset, with experience defining target-state architecture and technical direction
• Ability to work with business, CRM, cloud, data, and delivery teams and challenge stakeholders when required
• Fluency in English
• #Affinity – Creating close and empathetic relationships with colleagues, clients and candidates (and not just with technologies, languages and platforms). Team spirit and good vibes;
• #Ambition – Wanting to do more and better. A drive to exceed expectations and evolve personally and professionally;
• #Action – Energy to make things happen. Showing proactiveness and initiative;
• #Learning – Willingness to grow individually and collectively and to become an expert in the tech market;
• #Assertiveness – Transparent and honest communication, always with constructive feedback.

Your #LifetimeExperience

• Taking part in national and international projects in a company based on personal relationships, simplicity and efficiency, with a disruptive approach to the tech market;
• Accessing a career and training plan tailored to your performance and interests;
• Being part of a welcoming, trustworthy, respectful and informal environment;
• Joining our Affinity Communities (sports, tech, hobbies, etc.) and actively participating in social and environmental responsibility projects;
• Taking advantage of a range of benefits, partnerships, discounts, events and internal dynamics.

Beyond your professional satisfaction, we want to offer you memorable moments of leisure and connection, worthy of an Affinity experience.

Join the Experience!