3 months ago
Zürich, SwitzerlandSenior
Responsibilities
- Lead end-to-end solution architecture, design, and implementation of Genesys Cloud CX platforms in complex banking environments.
- Define scalable architectures for voice, IVR, routing, workforce engagement management, digital channels, reporting, and conversational AI.
- Facilitate architecture workshops and design authority forums.
- Provide technical leadership across business, technology, operations, vendor, and client teams.
- Design integration solutions using REST APIs, web services, OAuth, middleware platforms, and event-driven architectures.
- Ensure solutions align with enterprise architecture standards, security policies, regulatory requirements, and operational best practices.
Requirements
- Proven experience as a Genesys Solution Architect delivering large-scale contact centre transformation programmes.
- Deep expertise in Genesys Cloud CX architecture, deployment, configuration, and operational design.
- Strong understanding of cloud-native architectures, SaaS operating models, integration patterns, and customer engagement technologies.
- Experience in highly regulated industries, ideally banking or financial services.
- Ability to engage technical and executive audiences through strong stakeholder management, communication, analytical, and problem-solving skills.
- Genesys Cloud CX certifications are preferred.
- Experience designing conversational AI, voicebot, and chatbot solutions is preferred.
- Experience integrating Genesys with Salesforce, Microsoft Dynamics, SAP, or equivalent CRM platforms is preferred.
- Knowledge of Scrum and SAFe delivery frameworks is preferred.
- Professional working proficiency in German and familiarity with Swiss banking regulatory and security requirements are preferred.
Benefits
- Work on high-impact technology solutions for Tier 1 financial institutions.
- Collaborative, flat, and entrepreneurial consulting culture.
- Continuous learning, training, and industry certifications.
- Opportunity to shape digital financial services and transformation across financial services and energy.
Categories
Solutions Engineering
About Capco
Capco is a global technology and management consultancy focused on financial services, helping banks, capital markets, insurance, and wealth firms with digital transformation, risk and compliance, and data/AI-enabled modernization. Founded in 1998 and headquartered in London, it operates as a Wipro company. Its business model centers on project-based consulting, managed services, and solution delivery across strategy, engineering, and platforms for regulated institutions.