Technical Lead – Genesys Cloud

Heitmeyer Consulting; Columbus (OH); Presencial; USD 120.000 - 180.000; Jornada completa

Descripción de la vacante

Heitmeyer Consulting is seeking an Integration Architect / Technical Lead to design and deliver enterprise integration solutions for customer engagement and contact center platforms. The role emphasizes architecture across Genesys Cloud CX and Google Cloud Platform, with hands-on leadership and governance responsibilities.

The candidate should have deep Genesys Cloud expertise, REST API integration, and cloud-native experience, guiding development teams while meeting security and compliance

Formación

• Bachelor's degree in CS, IS, Engineering, or equivalent experience.
• 5+ years hands-on with Genesys Cloud CX.
• 7+ years designing and delivering enterprise integration solutions.
• Experience as Technical Lead on large-scale initiatives.
• Deep understanding of RESTful API design, integration, and security best practices.

Responsabilidades

• Design end-to-end integration architectures for customer engagement and digital experiences.
• Define and implement REST APIs, event-driven patterns, WebSockets, and asynchronous messaging.

Conocimientos

Genesys Cloud CX

REST APIs

Cloud-native architectures

Technical leadership

Architecture governance

Security best practices

Stakeholder communication

Educación

Bachelor's degree in Computer Science / Information Systems / Engineering

Herramientas

ArchiMate

Apigee API Gateway

Bigtable

Pub/Sub

Descripción del empleo

Position Summary

We are seeking an experienced Integration Architect / Technical Lead to design, lead, and deliver enterprise integration solutions supporting customer engagement, contact center, and digital platforms. This individual will be responsible for architecting scalable, secure, and resilient solutions leveraging the Genesys Cloud CX Platform, Google Cloud Platform (GCP), and modern API-driven integration technologies.

The ideal candidate possesses deep expertise in Genesys Cloud, REST API integration, and cloud-native architectures, along with strong technical leadership skills. This role requires hands-on architecture experience, the ability to guide development teams, and a proven track record of delivering enterprise-grade solutions that align with established architecture, security, and governance standards.

Key Responsibilities

Solution Architecture

• Design end-to-end integration architectures supporting customer engagement, contact center, and digital experiences.
• Define and implement integration patterns utilizing REST APIs, event-driven architectures, WebSockets, and asynchronous messaging.
• Architect scalable, highly available, and secure cloud-native solutions leveraging Google Cloud Platform services.
• Develop conceptual, logical, and physical architecture artifacts using ArchiMate and other enterprise architecture modeling techniques.
• Create architecture diagrams, sequence flows, interface specifications, and technical design documentation.
• Evaluate business requirements and translate them into scalable and supportable technical solutions.

Genesys Cloud Architecture

• Lead architecture and integration efforts involving the Genesys Cloud CX platform.
• Design and implement integrations utilizing Genesys Cloud APIs, Notifications API, Data Actions, Architect Flows, and related platform capabilities.
• Support customer journey orchestration, IVA solutions, routing, reporting, analytics, and transcript integration initiatives.
• Collaborate with business and technology stakeholders to evaluate and deliver new contact center capabilities.

Google Cloud Platform Architecture

• Architect and integrate solutions leveraging:
  • Apigee API Gateway
  • Cloud Run
  • Bigtable
  • Pub/Sub
  • Cloud Storage
  • Cloud Scheduler
  • IAM and Security Services
• Define secure integration patterns between cloud services, third-party platforms, and enterprise applications.
• Ensure scalability, resiliency, observability, and operational supportability are incorporated into solution designs.

Technical Leadership

• Serve as Technical Lead for integration initiatives from project inception through production deployment.
• Provide architecture guidance, design reviews, and technical oversight for development teams.
• Mentor developers, engineers, and junior architects.
• Lead development teams in implementing solutions that align with approved architecture standards, security requirements, and enterprise technology roadmaps.
• Communicate technical solutions and recommendations to both technical and non-technical stakeholders.

Architecture Compliance & Standards

• Design solutions that comply with established enterprise architecture, security, cloud, and integration standards.
• Apply approved integration patterns and technology standards across Genesys Cloud and Google Cloud implementations.
• Ensure solutions adhere to API management, authentication, encryption, and data protection requirements.
• Participate in architecture review and governance processes, incorporating feedback and addressing compliance requirements.
• Collaborate with security, infrastructure, and enterprise architecture teams to ensure solutions meet regulatory and organizational standards.
• Document architectural decisions, technical designs, and solution impacts in accordance with enterprise governance requirements.

Required Qualifications

• Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent work experience.
• Minimum 5 years of hands-on experience with Genesys Cloud CX.
• Minimum 7 years of experience designing and delivering enterprise integration solutions.
• Experience serving as a Technical Lead on large-scale technology initiatives.
• Deep understanding of RESTful API design, integration, and security best practices.
• Strong knowledge of microservices, cloud-native application architectures, and event-driven design patterns.
• Demonstrated experience working within formal architecture governance, security review, and change management processes.
• Experience presenting technical solutions to Architecture Review Boards (ARB), design review committees, or similar governance forums.
• Proven ability to deliver solutions that meet enterprise security, compliance, risk, and operational requirements.

Required Technical Skills

Genesys Cloud CX

• Genesys Cloud CX Administration
• Genesys Cloud APIs
• Notifications API
• Data Actions
• Architect Flows
• WebSocket Integrations
• Reporting and Analytics Integrations
• Contact Center Solution Architecture

Google Cloud Platform

• Apigee API Gateway
• Cloud Run
• Bigtable
• Pub/Sub
• Cloud Storage
• Cloud Scheduler
• IAM
• Cloud Monitoring and Logging

Integration Technologies

• REST APIs
• JSON
• OAuth 2.0
• OpenID Connect (OIDC)
• Mutual TLS (mTLS)
• Event-Driven Architecture
• WebSockets
• Message-Based Integration Patterns

Architecture & Modeling

• ArchiMate
• Application Architecture
• Integration Architecture
• Solution Architecture
• UML
• Sequence Diagrams
• Technical Design Documentation

Preferred Qualifications

• Experience within financial services or other highly regulated industries.
• Experience integrating SaaS platforms with enterprise applications.
• Experience supporting AI, Agentic AI, conversational AI, virtual assistants, or customer engagement platforms.
• Experience with DevSecOps and CI/CD practices.
• Google Cloud certifications.
• Genesys Cloud certifications.

Leadership Competencies

• Strong stakeholder management and communication skills.
• Ability to influence technical direction across multiple teams and initiatives.
• Strong analytical, problem-solving, and architectural decision-making abilities.
• Ability to translate business objectives into scalable, maintainable, and supportable technical solutions.
• Comfortable leading technical discussions with developers, architects, business stakeholders, vendors, and senior leadership.

Success Measures

• Successful delivery of scalable, secure, and supportable integration solutions.
• Consistent adherence to enterprise architecture, security, and governance standards.
• Effective technical leadership across strategic initiatives.
• Improved reliability, performance, observability, and maintainability of enterprise integrations.
• Strong collaboration across business, engineering, infrastructure, security, and vendor teams