Senior Genesys Cloud CX Solution Architect

Job description

About Us

Condado is a specialized technology staffing and professional services firm focused on delivering high-impact talent for complex CCaaS (Contact Center as a Service) and enterprise technology engagements. We connect elite engineers and architects with Fortune 100 organizations undergoing mission-critical platform implementations and digital transformation initiatives. Our team operates at the intersection of technology and business outcomes — placing professionals who don't just fill seats, but move the needle on customer experience strategy.

Role Overview

We are seeking a Senior Genesys Cloud CX Solution Architect to lead the design and delivery of a high-impact Genesys Cloud CX implementation for an enterprise client. In this role, you will serve as the technical authority on the Genesys Cloud platform — owning the end-to-end solution architecture across routing, IVR, outbound dialer, reporting, and integrations. You will translate complex business and operational requirements into scalable, resilient contact center architectures that drive measurable CX outcomes.

This is a senior, client-facing role suited for a seasoned Genesys Cloud professional with deep architectural fluency, hands-on platform expertise, and the executive presence to lead technical conversations with enterprise stakeholders.

Key Responsibilities

• Architect end-to-end Genesys Cloud CX solutions spanning inbound routing, IVR, outbound dialer, reporting/analytics, and integrations

• Lead solution design sessions with client stakeholders, translating business requirements into platform-level architecture decisions

• Design and oversee data extraction strategies leveraging the Genesys Cloud Analytics API, Platform API, conversation detail records, and event streaming

• Architect event-driven integrations using the Genesys Cloud Notification Service and AWS EventBridge to downstream targets (S3, Lambda, Redshift, BI tooling)

• Define and document the conversation, session, and segment data model approach for client reporting and analytics use cases

• Own outbound dialer architecture, including campaign design, dial attempt extraction, and compliance considerations

• Serve as the senior Genesys SME for both internal delivery teams and client-side technical leadership

• Troubleshoot complex platform issues across routing, telephony, integration, and reporting layers

• Produce architecture diagrams, integration specifications, and reference documentation

• Support testing, UAT, cutover, and hypercare activities through to production stabilization

Job requirements

• 7+ years in contact center / CCaaS solution architecture, with 4+ years hands-on Genesys Cloud (PureCloud) experience

• Deep expertise across the Genesys Cloud platform: Architect (flows), routing, IVR, outbound dialer, reporting/analytics, WFM, QM, and omnichannel

• Strong working knowledge of the Genesys Cloud Platform API, Analytics API, and Notification Service

• Demonstrable fluency in the Genesys Cloud data model — conversations, sessions, segments — and how to extract and operationalize that data outside of native dashboards

• Hands-on experience streaming Genesys Cloud data to external systems via AWS EventBridge, Lambda, S3, and/or data warehouse targets such as Redshift

• Architectural experience with outbound dialer event structures and dial attempt data extraction

• Strong understanding of SIP, telephony infrastructure, and cloud contact center fundamentals

• Proven ability to lead client-facing technical conversations and align executive and non-technical stakeholders

• Experience delivering Genesys Cloud solutions in Fortune 500 / enterprise-scale environments

Preferred Skills & Nice-to-Haves

• Genesys Cloud certifications (e.g., Genesys Cloud CX Professional, Genesys Cloud CX Architect, or equivalent)

• Hands-on experience with Genesys Speech & Text Analytics, Genesys WEM, or Genesys AI Experience

• CRM integration experience with Salesforce, ServiceNow, or Microsoft Dynamics

• Familiarity with integration middleware (MuleSoft, Boomi) and REST API design

• Background in a professional services, consulting, or managed services environment

• Prior experience supporting US-based enterprise clients in regulated industries (financial services, healthcare, telecom)

Timezone Expectations

Candidates must be able to accommodate US business hours, in Mountain Standard Time (MST).

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