Solutions Architect, Genesys

Role Overview

• Senior professional responsible for defining, governing, and evolving the architecture of contact center solutions based on Genesys platforms.
• Acts as a technical reference and strategic leader for omnichannel customer service environments.
• The role involves technical leadership of projects, architectural decision-making, interfacing with business and technology areas, and ensuring scalability, high availability, security, and alignment with customer experience strategies.
• Define, review, and evolve solution architectures using Genesys Cloud CX or Genesys Engage platforms.
• Serve as the technical lead and focal point for contact center architectural decisions.
• Lead implementation, migration, modernization, and evolution projects for customer service environments.
• Design integration architectures between Genesys and corporate systems (CRM, IVR, legacy systems, APIs, and databases).
• Translate strategic demands and business requirements into scalable, resilient technical solutions.
• Support and guide development, operations, and vendor teams.
• Ensure high availability, performance, security, and operational continuity of services.
• Participate in capacity planning, cloud architecture, and scalability strategies.
• Conduct technical reviews, architectural governance, and definition of standards.
• Support management in prioritizing technology initiatives related to customer service.
• Work on resolving critical incidents and highly complex problems.
• Lead digital transformation initiatives in customer service.
• Produce and maintain technical and architectural documentation.

Requirements

• Solid experience in Genesys solution architecture (Cloud CX or Engage)
• Proven experience in medium to large contact center environments
• Strong knowledge of omnichannel solutions and customer experience (CX)
• Experience with IVR and customer service automation
• Integration via REST APIs and integration with corporate systems
• Knowledge of telephony protocols: SIP, VoIP, and SBC
• Experience integrating with CRM systems (Salesforce, Dynamics, or similar)
• Knowledge of Cloud architectures (AWS, Azure, or GCP)
• Security and authentication (OAuth, SSO, IAM)
• Advanced monitoring, observability, and troubleshooting
• Experience with agile methodologies (Scrum and Kanban)
• Ability to provide technical leadership and make strategic decisions
• Advanced proficiency in English or Spanish

Tech Stack

• AWS
• Azure
• Cloud
• Google Cloud Platform
• VoIP

Benefits

• Company-subsidized health plan for the employee.
• Option to include dependents in the health plan with payroll deduction.
• Dental assistance (optional).
• Option to include dependents in the dental assistance plan with payroll deduction.
• Meal voucher or food voucher.
• Transportation voucher (optional).
• Impact & Care
• Personal Guidance Program that provides emotional support and confidential counseling in psychological, legal, financial, social, and pet-related areas at no cost for the employee and legal dependents.
• Gympass
• Wellhub (Access to over 700 gyms across Brazil with plans starting at R$29.90 deducted from payroll).
• Option to include dependents in Gympass
• Wellhub (up to 3 dependents
• paid via credit card).
• Access to Udemy through our intranet.
• Partnerships with major consumer brands.
• Agreement with SESC for the employee and dependents.
• Discounts with educational institutions (undergraduate and postgraduate) and language/certification schools.
• Group life insurance.