Genesys Cloud CX Architect — Scale Modern Contact Centers

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

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.