Senior Consultant, IT Architecture - United States

Senior Consultant, IT Architecture

Location: 100% Remote
Hours: Standard work hours, 8:00 AM - 5:00 PM

ACCOUNTABILITIES

• Implements technical solutions and management processes to achieve overall objectives by implementing systems or enterprise-wide solutions using the company's or a third party's hardware/software products, processes, and methodologies.
• Integrates solutions and strategies within the customer environment, based on analysis of customer business goals, objectives, needs, and existing systems infrastructure.
• Identifies additional product/services sales opportunities in the customer organization.
• Assists the sales organization and related Practice Areas as technical/industry subject matter experts.
• Requires skills and understanding of industry best practices and methodologies to tie dissimilar components together into an aggregate system.
• Acts as the primary expert to construct the specific solution, scope document, risk profile, and corresponding financials.
• Uses expertise to construct specific and detailed solutions encompassing process, technology, project, and staffing plans.
• Constructs risk assessments and corresponding remediation plans relative to custom solution proposals.
• Participates in the construction of financial models that align with custom solution proposals.
• Composes applicable services agreements (e.g., Statements of Work, SLA documentation) that specify processes, technology, staffing, deliverables, commitments, risk, and project management aspects of a solution.
• Supports deal negotiation and closure, including transition support to service delivery.
• Serves as a services subject matter expert to both internal and external customers.
• Follows all organizational standard operating procedures relative to cost modeling, approvals, reviews, and all associated workflows, documentation, and deliverables.
• Participates in applicable win-loss reviews and incorporates learnings into future solutions.

RESPONSIBILITIES

• Leads or participates in customer presentations at the senior leadership/executive level.
• Leads or participates in setting strategic direction and core processes for the group.
• Makes significant contributions to the sales pursuit strategy.
• Regularly mentors and reviews work of less experienced team members.
• Drives material changes in the company's delivery capability.
• Leads a team of solutions architects and other relevant SMEs in the design of the largest, most complex, and strategic services solutions.
• Involved in international sales opportunities.
• Leads the most complex and largest technical consulting projects.
• Consults with customers and company executives to formulate enterprise-wide business and IT product and service strategies.
• Implements overall architecture for products, services, and technologies.
• Evaluates, reviews, and approves enterprise-wide total systems solutions designs.
• Viewed as a technical thought leader in one or more technologies.
• Leads research, discovery, planning, and implementation efforts to improve business processes.
• Leads the Solution Architecture Review for projects, applications, and infrastructure.

PROJECT DESCRIPTION
We are seeking a highly skilled and experienced Genesys Cloud CX3 Expert to lead the design, implementation, and integration of our customer experience solutions. This role requires deep technical expertise in Genesys Cloud CX3, API integrations, and AI-driven customer engagement. You will work closely with cross-functional teams to deliver scalable, intelligent, and seamless contact center solutions.
KEY RESPONSIBILITIES

• Lead end-to-end implementation of Genesys Cloud CX3 solutions, including routing, IVR, WEM, and outbound campaigns.
• Design and develop custom integrations using Genesys Cloud APIs, webhooks, and third-party platforms (e.g., Salesforce, ServiceNow).
• Implement and optimize AI-powered features such as Predictive Engagement, Predictive Routing, and bots.
• Collaborate with business stakeholders to gather requirements and translate them into technical solutions.
• Ensure high availability, security, and performance of the Genesys Cloud environment.
• Provide technical leadership, documentation, and training to internal teams.
• Troubleshoot and resolve complex issues related to integrations and platform performance.

REQUIREMENTS

• 5+ years of experience with Genesys Cloud CX3 implementations.
• Strong proficiency in RESTful APIs, OAuth 2.0, and JSON/XML.
• Hands-on experience with Genesys Architect, Bot Flows, and Journey Analytics.
• Proven experience integrating with CRM systems, ticketing platforms, and data lakes.
• Familiarity with AI/ML tools and NLU/NLP technologies.
• Genesys certifications (e.g., GCX-Google Cloud Platform, GCX-GCD, GCX-AI-GPE) are highly desirable.