Job Title: Genesys Cloud CX Architect Contact Center Transformation
Location: Remote with some travel to Newark, NJ (Monthly 2 or 3 days)
Mode of Hire: Contract
Job Description:
Required Qualifications:
8+ years of experience in contact center or CCaaS architecture.
Hands-on or lead architect experience with Genesys Cloud CX.
Strong understanding of IVR, omnichannel routing, integrations, and compliance.
Experience working in federated delivery models.
Preferred Qualifications:
Genesys Cloud certifications.
Healthcare or regulated industry experience.
Experience working with system integrators and professional services organizations.
Department:
Enterprise Architecture / Technology Strategy
Reports To:
Director, Enterprise Architecture
Position Summary:
Seeking a Genesys Cloud CX Architect to support the enterprise-wide Contact Center as a Service (CCaaS) transformation. This role is responsible for defining and governing the end-to-end architecture for the Genesys Cloud CX platform while working within client's federated delivery model, which includes separate Infrastructure, Application Development, and IVR development teams, as well as Genesys Professional Services.
The architect will act as a design authority and architectural integrator, ensuring that work performed by internal teams and vendors aligns to Client's enterprise standards, security and compliance requirements, and long-term platform strategy. This role does not perform hands-on build or configuration but provides architectural leadership, integration design, and technical direction across teams.
Key Responsibilities:
Architecture & Platform Design:
Define, maintain, and communicate the target-state and interim architecture for Genesys Cloud CX.
Establish architectural standards, patterns, and design guardrails.
Ensure alignment with Horizon enterprise architecture and modernization strategy.
Cross-Team & Vendor Coordination:
Serve as the primary architecture coordination point across Infrastructure, Application Development, IVR teams, and Genesys Professional Services.
Review and influence architecture artifacts produced by Genesys and internal teams.
Clarify architectural responsibilities and integration boundaries.
Integration & Enterprise Enablement:
Define integration architectures between Genesys Cloud and enterprise systems.
Guide application teams on APIs and data flows without owning implementation.
Partner with Infrastructure on security, connectivity, and resiliency architecture.
IVR, AI & Automation Architecture:
Provide architectural oversight for IVR, chatbot, and conversational experiences.
Support AI-enabled capabilities aligned with enterprise AI governance.
Coordinate with IVR and AI governance teams.
Governance, Risk & Continuous Improvement:
Participate in architecture governance forums and reviews.
Identify architectural risks and technical debt.
Support roadmap and sequencing decisions.
PSRTEK is a reputed technology recruitment and IT staffing brand with a global footprint and an admired client base. As an ideas and innovation powerhouse with a culture of excellence, we bring remarkable expertise and deliver powerfully transformative results.
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