Genesys Lead and Architect
Concentrix7 days ago
Hyderābād, IndiaStaff+
Responsibilities
- Lead CCaaS engineers, Genesys developers, integration engineers, solution architects, QA engineers, and technical consultants in designing, deploying, and supporting enterprise CX solutions.
- Serve as the primary technical client contact, leading discovery sessions, workshops, architecture discussions, solution recommendations, and technical governance.
- Design secure, scalable, resilient, high-availability omnichannel solutions using Genesys Cloud CX, including voice, messaging, chat, email, SMS, social channels, outbound campaigns, IVR, routing, WEM, and self-service.
- Lead end-to-end Genesys Cloud CX implementation from discovery through production deployment, including configuration of flows, queues, routing, skills, digital channels, knowledge, WEM, campaigns, scripts, reporting, and analytics.
- Design API-driven and event-driven integrations with CRM, ERP, banking, identity, payment, knowledge management, AI, and third-party applications.
- Develop reusable Architect modules, data actions, scripts, APIs, integration components, deployment scripts, automation tools, monitoring dashboards, and operational utilities.
- Design Conversational AI integrations using platforms including Google Dialogflow, Kore.ai, OpenAI, Microsoft Copilot, Amazon Lex, and Azure AI.
- Address complex production issues involving routing, telephony, SIP, integrations, APIs, networking, authentication, and cloud infrastructure.
- Define architecture standards, coding and deployment guidelines, reusable frameworks, implementation patterns, security controls, compliance approaches, and technical quality practices.
- Drive technical delivery planning, estimation, risk mitigation, code and design reviews, production support, hypercare, performance tuning, root cause analysis, and continuous service improvement.
- Support pre-sales and business development through demonstrations, proof of concepts, technical proposals, estimates, and RFP/RFI responses.
Requirements
- 15+ years of professional experience in Genesys, CCaaS, solution architecture, technical delivery, or related enterprise technology work.
- Bachelor's or master's degree in Computer Science.
- Demonstrated ability to design and implement large, high-performance, scalable enterprise solutions.
- Strong expertise with Genesys Cloud CX and enterprise contact center architecture.
- Experience with omnichannel customer engagement, IVR, intelligent routing, call and digital flows, WEM, agent desktop, quality management, and self-service.
- Experience designing integrations using REST APIs, webhooks, event notifications, middleware, microservices, OAuth, JWT, web services, JSON, and XML.
- Experience integrating with Salesforce, Microsoft Dynamics, ServiceNow, SAP, core banking systems, customer databases, and custom applications.
- Experience with Conversational AI and platforms such as Google Dialogflow, Kore.ai, OpenAI, Microsoft Copilot, Amazon Lex, and Azure AI.
- Experience with AWS, Microsoft Azure, Google Cloud Platform, and hybrid enterprise environments.
- Knowledge of VPN, Direct Connect, ExpressRoute, SIP trunks, session border controllers, enterprise networking, SAML, OAuth, SSO, Microsoft Entra ID, Active Directory, and Okta.
- Experience with CI/CD pipelines, infrastructure as code, version control systems, automation frameworks, and release management.
- Strong written and verbal communication, client consulting, interpersonal, negotiation, leadership, mentoring, team management, and creative problem-solving skills.
Benefits
- Full-time position based at the Concentrix Hyderabad Raidurg Village location in India.
- Opportunity to work on enterprise customer experience transformation, modern cloud technologies, Conversational AI, automation, and large-scale CCaaS implementations.
- Opportunity to lead cross-functional technical teams and contribute to architecture strategy, governance, innovation, and professional services delivery.
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.