Genesys Lead and Architect
Concentrix3 days ago
Bengaluru, IndiaStaff+
Responsibilities
- Lead CCaaS engineers, Genesys developers, integration engineers, architects, QA engineers, and technical consultants in delivering enterprise customer experience solutions.
- Act as the primary technical client contact, facilitating discovery sessions, workshops, architecture discussions, and solution strategy definition.
- Design scalable, secure, resilient, and high-availability Genesys Cloud CX solutions across omnichannel engagement, routing, IVR, workforce management, self-service, and analytics.
- Architect integrations with CRM, ERP, banking, identity, payment, knowledge management, AI, and other enterprise applications using APIs, webhooks, event notifications, middleware, and microservices.
- Lead Genesys Cloud CX configuration and development, including Architect Flows, queues, routing, skills, digital channels, knowledge, outbound campaigns, agent scripts, reporting, and analytics.
- Design and implement conversational AI integrations using platforms including Google Dialogflow, Kore.ai, OpenAI, Microsoft Copilot, Amazon Lex, and Azure AI.
- Define architecture standards, reusable components, deployment practices, governance processes, technical documentation, and implementation roadmaps.
- Lead technical delivery, design and code reviews, architecture governance, risk mitigation, production deployments, hypercare, performance tuning, root cause analysis, and incident management.
- Support pre-sales through demonstrations, proof of concepts, proposals, estimates, RFP/RFI responses, and client architecture reviews.
- Mentor engineering teams and collaborate with business, product, infrastructure, security, network, vendor, and client stakeholders.
Requirements
- 15+ years of experience is required.
- Bachelor's or master's degree in Computer Science is required.
- Experience designing and implementing large, high-performance, scalable, secure, and resilient enterprise solutions.
- Deep expertise with Genesys Cloud CX and enterprise CCaaS architecture, implementation, integrations, and troubleshooting.
- Experience with cloud platforms, hybrid environments, networking, identity and access management, CI/CD, infrastructure as code, automation, version control, and release management.
- Experience with REST APIs, webhooks, event-driven integrations, OAuth, JWT, web services, JSON, XML, middleware, and microservices.
- Experience integrating contact center platforms with Salesforce, Microsoft Dynamics, ServiceNow, SAP, banking systems, customer databases, and custom applications.
- Strong client consulting, communication, negotiation, leadership, mentoring, team management, creative problem-solving, and technical presentation skills.
- Knowledge of enterprise architecture, security, compliance, disaster recovery, business continuity, multi-region deployment, Agile, DevSecOps, SDLC, and technical governance.
Benefits
- Full-time position.
- Location: IND Bangalore - 55, Divyasree Towers, Bannerghatta Main Road.
Tech Stack
Categories
Solutions Engineering
About Concentrix
We’re Concentrix, a Fortune 500® technology and services leader, helping the world's best brands cut through AI hype and create intelligent operations that perform in the real world. We design, build, and run integrated human and AI solutions, harnessing the insight from billions of real-world interactions to help 2000+ of the world’s most complex organizations solve their toughest business challenges. Backed by 20+ years of operational experience and battle tested AI, we’re the Intelligent Transformation Partner that helps clients across every major vertical move from AI ambition to measurable, scalable performance.