Genesys CCaaS Solutions Architect

Call Center Power is hiring a Genesys CCaaS Solutions Architect to lead technical design and delivery across Genesys Cloud CX engagements.

This is a client-facing architecture role, not a back-office design role. You will own the technical solution from discovery through go-live and hypercare, and you will be the person in the room who can say what the platform will and will not do before the build starts, rather than during integrated testing.

THE SCOPE

The scope is the full platform, not just routing. Genesys Cloud today is a routing engine, a conversational AI stack, a workforce engagement suite, and an analytics platform sold as one thing, and clients increasingly buy all of it at once. We need an architect who can design a bot flow, configure a WFM planning group, tune a speech analytics topic, and then explain to a CFO why the licensing model produced the invoice it did.

WHAT WE INDEX ON

Depth in the Genesys Cloud platform, particularly Conversational AI, WEM, and analytics. Vertical experience is useful context and it is not the filter. We would rather hire an architect who has built difficult things in Genesys across three industries than one who knows a single industry and has watched Genesys get implemented around them.

WHAT YOU'LL OWN

Solution architecture and delivery

• End-to-end design across Genesys Cloud CX: routing, Architect flows, IVR, digital channels, outbound, WEM, and integrations, from discovery through hypercare
• Configure-versus-build decisions on every integration pattern, documented so clients can maintain and extend the solution without us
• Integrations to Salesforce, ServiceNow, Microsoft Dynamics, and Epic using Data Actions, public APIs, and the Embeddable Framework
• Platform migrations off Genesys Engage, PureConnect, Avaya, Cisco, NICE CXone, and Five9: routing rationalization, parallel-run design, cutover, and fallback

Agentic AI and conversational automation

• Production-grade agentic AI using Genesys AVA: tool use, retrieval-augmented generation, guardrails, and context-aware escalation — including knowing when a deterministic Architect flow is the better build
• Knowledge architecture, Knowledge Fabric structure, grounding strategy, and refresh cadence, with accountability for containment targets, not just the build
• Agent Copilot and generative features tied to measurable handle time, after-call work, and first-contact resolution
• Governance in Genesys AI Studio and Guides: versioning, lifecycle, rollback
• The ROI case before the build starts — containment economics, deflection savings, handle-time reduction, and AI Experience token cost — updated with actual post-launch numbers

Workforce engagement, quality, and analytics

• Full WEM deployment: workforce management, quality management, performance management, gamification, and web surveys
• WFM at the level that determines production stability: planning groups, service goal templates, work plans, activity codes, shrinkage handling, intraday management
• WFM migrations from Verint, NICE IEX, Aspect, Calabrio, and legacy Genesys WFM, including historical data conversion and forecast rebaselining
• Speech and Text Analytics design and tuning: topic taxonomy, sentiment, empathy scoring, sensitive data masking
• Recording and retention aligned to HIPAA, PCI, HITRUST, or FedRAMP

Platform governance and delivery engineering

• Genesys Cloud inside governed multi-account cloud environments: cross-account IAM, service control policies, deployment guardrails
• Infrastructure as code with CX as Code, the Genesys Cloud Terraform provider, Archy, and CloudFormation or CDK
• CI/CD and environment promotion with test gates that catch broken configuration before production

Advisory and practice development

• Pre-sales scoping, level-of-effort estimates, and client-facing architecture narratives
• Genesys Cloud solution roadmaps for managed services customers
• Reference architectures, configuration standards, and delivery accelerators for the practice
• Mentoring consultants and client administrators

MUST-HAVE QUALIFICATIONS

• 8+ years in contact center technology delivery, including 4+ years architecting and deploying Genesys Cloud CX in live production
• Deep working knowledge of contact center operations: routing behavior, queues and skills, IVR design, SLA/KPI frameworks, and WFM forecasting basics
• Production deployment of Genesys Cloud Conversational AI — Architect bot flows, Virtual Agents, Genesys AVA, voicebots, digital self-service — with the ability to discuss actual containment outcomes and what changed post-launch
• Hands-on agentic AI: prompt design, tool definitions, RAG, guardrails, fallback design, and post-launch monitoring
• Direct experience in Genesys AI Studio and Guides
• Agent Copilot and generative capability deployment framed around measurable handle time and ACW outcomes
• Ability to model automation ROI before the build, plus working knowledge of Genesys Cloud licensing across CX editions, WEM add-ons, and the Speech and Text Analytics add-on
• Hands-on depth in Architect, queues and routing, Data Actions, the public API, and platform administration
• Direct WEM deployment: workforce management, quality management, and at least one of performance management, gamification, or speech and text analytics
• Speech and Text Analytics: topic and taxonomy design, sentiment analysis, and post-deployment tuning against production data
• At least one full Genesys Cloud platform migration led end to end
• Multi-account cloud governance, infrastructure as code (Terraform, CX as Code, CloudFormation, or CDK), and CI/CD with test gates
• Active Genesys Cloud certification (GCP-GCX or GCP-GC-ADM) plus one specialist certification (GCX-GCD, GCX-ARC, GCX-WFM, or equivalent)
• Must reside in the U.S., work core hours in EST/CT, and hold permanent U.S. work authorization

WHERE WE ARE FLEXIBLE

Genesys Cloud platform depth is the requirement we will not bend on. Industry background is not a requirement at all. If your Genesys work has been in retail, utilities, financial services, telecom, or the public sector, that is fine, and in some cases it is an advantage.

Certification is a firm requirement rather than a preference, because our partner standing and client credibility depend on it. If you have the platform depth and let a certification lapse, tell us and we will discuss timing to recertify.

Very few architects carry equal depth across routing, Conversational AI, WEM, and analytics. If you are deep in AI and lighter in WEM, or the reverse, say so directly and tell us which side you want to build. We would rather hire a strong architect with an honest gap than someone who claims all four and can only defend two.

PREFERRED

Genesys Cloud integrated with Epic (Embeddable Framework, screen pop, context passing, EHR write-back) • Epic Cheers call center workflows • migrating a legacy custom integration onto a productized connector • Salesforce, ServiceNow, Dynamics, or Zendesk integration • adjacent conversational AI vendors such as Google CCAI, Amazon Lex, Kore.ai, Cognigy, or Parloa • Microsoft Teams or Zoom UC integration • regulated delivery involving PHI or PCI, recording redaction, HIPAA or HITRUST posture, FedRAMP regions • managed services or production support background

WHAT SUCCESS LOOKS LIKE

Within 90 days you will own the architecture on at least one active Genesys engagement, have credibility with that client's technical and operational stakeholders, and have delivered a design that survived implementation without material rework. Within six months you will be a named contributor on pre-sales pursuits and the go-to resource inside CCP for Conversational AI and WEM design decisions.

SELECTION PROCESS

Candidates who advance past initial screening will walk through architecture they personally designed and delivered. This is a working session, not a presentation exercise. Expect to talk through the requirements you were given, the design decisions you made, what you chose not to use and why, where the platform did not do what the client assumed, and how that was resolved. Expect the same conversation about a Conversational AI deployment, including how the bot performed after launch.

Sanitized or anonymized artifacts are entirely acceptable, and we expect candidates to protect confidential client and employer information. We are validating competency, not collecting prior employer materials.

BENEFITS

Medical, dental, and vision insurance, paid time off and holidays, and a retirement plan. CCP funds Genesys Beyond certification and recertification for this role, including exam fees and study time.

HOW TO APPLY

Apply at https://callcenterpower.com/careers/ — along with your resume, include a brief summary of the Genesys Cloud capabilities you have deployed hands-on and the depth of your experience with each, specifically calling out Conversational AI, WEM, and Speech and Text Analytics. List your active Genesys certifications with the year each was earned or last renewed.

No agencies, staffing firms, or C2C. We only accept applications from individuals applying directly.

Call Center Power is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.