Genesys Cloud Architect, Cambridge

Job Description We are looking for an experienced

Genesys Cloud Architect

to lead the design, architecture, and evolution of cloud‑based contact center solutions. In this role, you will be responsible for defining the technical vision, designing scalable and resilient architectures, and ensuring alignment with business objectives and enterprise technology strategy. You will act as a key technical leader, working closely withbusiness stakeholders, product owners, and cross‑functional engineering teams to deliver integrated, future‑ready customer experience solutions built on the Genesys Cloud CX platform.

Responsibilities

Lead the end‑to‑end architecture and design of Genesys Cloud CX solutions

Translate business requirements into scalable, secure, and high‑performing technical designs

Define and drive the technical roadmap for contact center and CX platforms

Collaborate with enterprise architects and other technology teams to ensure seamless integration across systems

Provide hands‑on technical leadership across solution design, development, testing, and deployment phases

Guide and mentor engineering teams, ensuring best practices and architectural standards are followed

Oversee integrations with third‑party systems such as CRM, WFM, and analytics platforms

Ensure solutions meet security, compliance, and performance requirements

Stay current with Genesys Cloud capabilities and CX industry trends, driving continuous innovation

Qualifications

7+ years of experience in contact center technologies, with strong expertise in Genesys Cloud CX solutions

Proven experience in designing and delivering large‑scale cloud contact center solutions

Strong knowledge of: IVR, call flows, and routing strategies; Omnichannel solutions (voice, chat, email, messaging); Workforce Management (WFM), call recording, and analytics; AI/ML capabilities

Hands‑on experience with API integrations (REST/SOAP) and microservices architecture

Experience integrating Genesys Cloud CX with CRM platforms such as Salesforce, Microsoft Dynamics, or ServiceNow

Strong background in infrastructure planning, solution design, deployment, and lifecycle management, ensuring high availability and performance

Solid understanding of business processes and their alignment with customer experience technologies

Deep knowledge of SIP infrastructure, including SIP protocol, Session Border Controllers (SBCs), and load balancing approaches

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