Job Overview
We are seeking a Contact Center / Genesys Cloud Architect to design a reusable architecture and design framework that enables scalable automation of customer inquiries in Genesys Cloud. This advisory role focuses on delivering high-value artifacts and guidance—reference patterns, sequence descriptions, API and event patterns, and a prioritized roadmap—so internal teams can continue implementation and expansion. The outcome will support Virtual Agent and CoPilot capabilities already in place, defining how to integrate automation, orchestration, and task control without performing the implementation.
Responsibilities
- Develop a clear management summary with decisions, trade-offs, and recommendations for executive and technical stakeholders.
- Consolidate requirements, ongoing initiatives, and dependencies into a single, actionable view.
- Define a framework that categorizes use cases, capabilities, outcome types, and technical building blocks for automation in Genesys Cloud.
- Produce an architecture and design framework that supports new automation use cases, focusing on scalability and reusability.
- Create concrete reference artifacts for prioritized use cases, such as sequence diagrams, API patterns, event schemas, and component descriptions.
- Provide explicit guidance on interactions between virtual agents, task control, and process orchestration to ensure predictable behavior.
- Design a transition model and documentation format that allows internal teams to continue development and maintenance after project completion.
- Deliver a prioritized roadmap covering recommended next steps through 2027 and beyond, aligned to business outcomes and technical dependencies.
Qualifications
- Proven experience designing contact center architectures with Genesys Cloud, including Virtual Agent and CoPilot Contact Center integrations.
- Strong background in IT architecture, with emphasis on reusable frameworks, API design, event-driven patterns, and process orchestration.
- Track record delivering practical reference artifacts for operational and technical teams (sequence descriptions, API/event patterns, component maps).
- Ability to translate business requirements into an actionable technical strategy and prioritized roadmap.
- Experience collaborating with cross-functional teams (product, operations, development) and presenting recommendations to senior stakeholders.
- Relevant certifications in cloud architectures, contact center technologies, or Genesys platforms are a plus.
Benefits
- Remote working.
- Unique TEAL culture, relationship- and respect-driven community, non-corporate atmosphere.
- Agile approach and no bureaucracy.
- Outstanding integration trips to various places in Europe.
- Activities to support your well-being and health.
- Luxmed Gold Extended medical care and Multisport Plus benefit.