Solution Architecture Lead the design and rollout of a modern cloud telephony platform (Genesys Cloud or equivalent). Ensure the architecture is scalable, secure, and compliant with enterprise and regulatory standards.
Legacy Migration Define and execute migration strategies from legacy systems (Avaya, NICE, Edify, RightFax). Oversee phased cutovers, data migration, and decommissioning while minimizing risk.
Telephony Engineering Manage IVR flows, routing logic, and skill‑based queue management. Introduce advanced features such as caller authentication and intelligent routing to optimize customer journeys.
Omnichannel Configuration Configure and integrate multiple channels - voice, fax, email, chat, and video - into a unified platform. Ensure consistent SLA management and seamless customer context across touchpoints.
Integration & Platform Engineering Drive integrations with CRM, identity platforms, analytics, and reporting tools. Apply REST APIs, microservices, and event‑driven architecture (Kafka or similar) to ensure reliability and scalability.
Delivery & Vendor Management Govern delivery timelines, risks, and quality assurance across vendors and integrators. Build strong partnerships with Genesys, telecom providers, and implementation partners.
Stakeholder Governance Act as the bridge between business, operations, and technology teams. Provide clear updates to senior stakeholders and drive decision‑making on architecture trade‑offs.
Requirements
Experience 8-12 years in telephony, contact centre, or cloud platform delivery. Proven success in leading large‑scale cloud telephony or contact centre transformations.
Technical Expertise Strong knowledge of Genesys Cloud (preferred) or similar platforms (Amazon Connect, NICE CXone). Familiarity with legacy systems such as Avaya. Hands‑on experience with APIs, microservices, and system integration.
Leadership & Communication Skilled in vendor management and cross‑functional delivery. Confident communicator with both technical and business stakeholders.
