Genesys Lead and Architect

Job Title: Genesys Lead and Architect Job Description We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled. The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent. The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision. Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year. Join us and be part of this journey towards greater opportunities and brighter futures. JD for Genesys Tech Lead Experience: 15+ years Summary The Genesys Technical Lead and Solution Architect is responsible for leading the design, architecture, implementation, and successful delivery of enterprise-grade Contact Center as a Service (CCaaS) solution, with primary expertise in Genesys Cloud CX . This role combines deep technical expertise, solution architecture, client consulting, and delivery leadership to help organizations transform their customer experience capabilities. The role involves working directly with clients to understand business objectives, define solution strategies, lead technical workshops, architect scalable omnichannel customer engagement solutions, and drive end-to-end implementation from discovery through production deployment. The individual will collaborate with cross-functional teams, provide technical leadership and mentoring, ensure adherence to enterprise architecture and engineering best practices, and deliver secure, scalable, and high-performing CCaaS solutions. In addition to technical delivery, the role is expected to contribute to solution innovation, technology strategy, governance, and continuous improvement initiatives by leveraging modern cloud technologies, APIs, integrations, Conversational AI, and automation to enhance customer and agent experiences.

Leadership & Strategy Lead a team of CCaaS Engineers, Genesys Developers, Integration Engineers, Solution Architects, QA Engineers, and Technical Consultants in designing, developing, deploying, and supporting enterprise CCaaS and Customer Experience (CX) solutions. Act as the primary technical point of contact for customers, working directly with client stakeholders to understand business objectives, define solution strategies, and drive successful project execution. Collaborate with business stakeholders, product managers, enterprise architects, infrastructure teams, security teams, and client stakeholders to define business requirements, solution strategy, and implementation roadmaps. Build strong client relationships by providing technical consulting,