Contact Center/Genesys Cloud Architect

YourITeams is hiring for a role involving Genesys Cloud platform focusing on contact center architecture and automation frameworks.

• Proven experience designing contact center architectures with Genesys Cloud, including Virtual Agent and CoPilot integrations.
• Strong IT architecture background emphasizing reusable frameworks, API design, event-driven patterns, and process orchestration.
• Experience delivering practical reference artifacts such as sequence descriptions, API/event patterns, and component maps.
• Ability to translate business requirements into actionable technical strategies and prioritized roadmaps.
• Experience collaborating with cross-functional teams and presenting to senior stakeholders.
• Relevant certifications in cloud architectures, contact center technologies, or Genesys platforms are a plus.

• 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 categorizing use cases, capabilities, outcome types, and technical building blocks for automation in Genesys Cloud.
• Produce an architecture and design framework supporting new automation use cases with emphasis on scalability and reusability.
• Create concrete reference artifacts for prioritized use cases, including sequence diagrams, API patterns, event schemas, and component descriptions.
• Provide explicit guidance on interactions between virtual agents, task control, and process orchestration.
• Design a transition model and documentation format for ongoing development and maintenance by internal teams.
• Deliver a prioritized roadmap for recommended next steps through 2027 and beyond, aligned with business outcomes and technical dependencies.