Job Description:Job Title: Genesys Cloud Technical ArchitectHiring Locations: Chennai, Trivandrum, KochiRole DescriptionAs a Genesys Cloud CX Technical Architect, you will be responsible for designing, implementing, and managing scalable, secure, and efficient Genesys Cloud CX solutions. You will collaborate with stakeholders to translate business needs into technical specifications, lead development teams, manage integrations, and ensure best practices for deployments. This role requires a blend of technical expertise, leadership skills, and the ability to drive innovation in contact center technology.Key ResponsibilitiesArchitecture & Solution DesignDesign, develop, and implement Genesys Cloud CX architectures meeting functional and non-functional requirements.Create scalable, secure, and high-performing solutions aligned with industry best practices.Conduct Proof-of-Concept (POC) demonstrations showcasing CCaaS business processes (e.g., call flows).Manage integrations with other enterprise systems (CRM, WFO, IVR, etc.).Establish best practices and deployment standards.Technical Leadership & DeliveryLead technical delivery for large, complex, or high-revenue projects.Mentor and guide development teams in Genesys Cloud architecture and best practices.Support application development lifecycle using Waterfall or Agile Scrum methodologies.Provide technical consultation and solution roadmaps.Stakeholder CollaborationWork with business owners and cross-functional teams to gather and analyze requirements (including NFRs).Translate business needs into user stories, technical specifications, and system requirements.Act as a subject matter expert in contact center cloud solutions.Innovation & Knowledge ManagementStay up-to-date with Genesys Cloud CX features, tools, and emerging technologies.Publish technical documentation, best practices, and white papers.Conduct technical training, webinars, and mentoring sessions.Governance & QualityReview and ensure architectural compliance with organizational standards.Maintain zero-technology related escalations through quality delivery.Support RFPs, proposal development, and client demos.Mandatory SkillsExperience:10+ years in contact center technology design and implementation.5+ years with application development lifecycle (Waterfall, Agile Scrum).5+ years hands-on in implementing Genesys Cloud CX solutions.Strong knowledge of Genesys Cloud CX products, features, and architecture.Proven ability to design, develop, and oversee Genesys Cloud solutions.Leadership experience managing technical teams.Strong expertise in IVR, CRM, WFO, and CCaaS architecture.Ability to document technical specifications and business requirements.Excellent communication and presentation skills.Good to Have SkillsExperience with Avtex OneView and Salesforce Genesys Cloud adapter.Experience in healthcare domain with HIPAA compliance.Business development and client relationship management.Knowledge of architecture frameworks (TOGAF, Zachman).Soft SkillsStrong leadership and team mentoring capabilities.Excellent problem-solving and decision-making skills.Ability to communicate complex technical concepts to non-technical stakeholders.Collaborative mindset and stakeholder management skills.Adaptability to fast-paced, changing environments.Experience Range10 to 15 years total experience, with a strong focus on contact center technologies and architecture.Skills:Healthcare,Architecture,Software Architecture,GenesysAbout Company:UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.
