Genesys Cloud CX Architect

Cognizant; Raleigh (NC); On-site; USD 130,000 - 160,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays plus Paid Time Off

401(k) plan and contributions

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant in Raleigh, NC is seeking a Genesys Cloud CX Architect to design and implement scalable contact center solutions on the Genesys Cloud CX platform. The role involves defining the overall solution architecture and translating business requirements into technical designs.

You will collaborate with stakeholders to gather requirements, design routing/IVR flows, and integrate with CRM and other systems while guiding deployment and optimization across teams.

Qualifications

• Strong solution architecture skills translating business requirements into scalable contact center architectures.
• Cloud platforms (AWS/Azure/GCP) knowledge including networking, security & high availability.
• Experience with APIs, web services, and integrating Genesys Cloud CX with CRM/ticketing/enterprise systems.
• Hands-on experience with Genesys Cloud CX, cloud-native systems, microservices architecture.
• Scripting or programming (Java/Python/JavaScript) for automation in contact center environments.
• Experience with workforce management, quality monitoring and analytics tools is a plus.
• Excellent communication and documentation skills, comfortable working with remote and cross-functional teams.
• Bachelor’s degree in CS/IT/Engineering; relevant cloud certifications are a plus.

Responsibilities

• Design and implement scalable Genesys Cloud CX contact center solutions.
• Define overall solution architecture and translate requirements into technical designs.
• Collaborate with stakeholders to gather requirements, design routing and IVR flows, and plan deployments.
• Integrate Genesys Cloud CX with CRM and third‑party systems; oversee configuration and deployment activities.
• Work with development, infrastructure and operations teams to optimize performance, security and reliability.
• Provide technical guidance, documentation, and ongoing support; troubleshoot complex issues.
• Drive continuous improvement and stay current with Genesys Cloud CX features and industry trends.

Skills

Solution architecture

Cloud architecture

API integration

Microservices

Scripting/Programming

Workforce analytics

Stakeholder communication

Education

Bachelor's degree in CS/IT/Engineering

Job description

Genesys Cloud CX Architect

Location: Onsite in Raleigh, NC.

Key Responsibilities / Skills:

The Genesys Cloud CX Architect is responsible for designing and implementing scalable contact center solutions on the Genesys Cloud CX platform. This role involves defining overall solution architecture, translating business requirements into technical designs, and ensuring alignment with best practices and organizational standards. Day-to-day responsibilities include collaborating with stakeholders to gather requirements, designing routing strategies and IVR flows, integrating Genesys Cloud CX with CRM and third-party systems, and overseeing configuration and deployment activities. The architect will work closely with development, infrastructure, and operations teams to optimize performance, security, and reliability, and will provide technical guidance, documentation, and support throughout the project lifecycle. The role also includes troubleshooting complex issues, driving continuous improvement, and staying current with Genesys Cloud CX features and industry trends.

Qualifications

• Strong Solution Architecture skills, including experience designing end-to-end contact center solutions and translating business requirements into scalable architectures.
• Solid Infrastructure knowledge, covering cloud platforms (e.g., AWS, Azure, or GCP), networking, security, and high-availability design for enterprise environments.
• Experience with Software Development and Integration, including APIs, web services, and integrating Genesys Cloud CX with CRM, ticketing, and other enterprise systems.
• Architecture expertise in cloud-native systems, microservices, and multi-channel customer experience platforms, with specific hands-on experience in Genesys Cloud CX.
• Proficiency in scripting or programming (e.g., Java, Python, or JavaScript) for automation and customization within contact center environments.
• Experience with workforce management, quality monitoring, and analytics tools related to contact centers is beneficial.
• Excellent communication, documentation, and stakeholder engagement skills, with the ability to work effectively in remote and cross-functional teams.
• Bachelor’s degree in computer science, Information Technology, Engineering, or a related field; relevant certifications in Genesys Cloud CX or cloud platforms are a plus.

Salary and Other Compensation:

Applications will be accepted until 11/13/2026.

The annual salary for this position is between $ 130,000– $ 160,000 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.