Genesys Cloud CX Solution Designer

Working Model:

This is a hybrid role requiring 2 days per week in a downtown Toronto office.

Responsibilities:

• Lead end-to-end solution design for contact centre initiatives, from early business ideation through implementation.
• Partner with business stakeholders and senior leaders to understand objectives and recommend the right technical approach.
• Translate business needs into clear, scalable, secure and supportable contact centre designs.
• Own solution designs across core services, including IVR and self-service, call routing, call recording, workforce management and agent desktop technologies.
• Design Genesys Cloud CX solutions and integrations across internal and external applications.
• Define how Genesys Cloud CX APIs are consumed, and how the platform consumes APIs exposed by other enterprise systems.
• Provide architectural direction for integrations involving CRM, analytics platforms, data services and middleware.
• Build security, privacy, risk and regulatory compliance requirements into solution designs.
• Work closely with delivery partners and vendors to oversee implementation and keep it aligned with the approved design.
• Act as a senior design authority, reviewing and influencing technical decisions across programs.
• Maintain traceability between business objectives, requirements, solution components and delivered functionality.
• Produce clear, well-structured solution design documentation and present recommendations to technical and non-technical audiences.

Nice to have:

• Experience designing solutions for large-scale contact centres in banking, financial services, insurance or another highly regulated institution.
• Experience delivering AI-enabled contact centre solutions, including conversational AI, voicebots, chatbots and intent-based routing.
• Experience with Google integrations or other cloud-based AI services in a contact centre environment.

We offer:

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program.
• Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
• Growth Mindset : reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
• Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
• Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability,

5+ years of experience in solution design or solution architecture for contact centre technology; hands-on Genesys Cloud CX experience is strongly preferred.

Strong understanding of contact centre technologies and business processes, including IVR, call routing, call recording, quality monitoring, workforce management and agent desktop solutions.

Experience designing and delivering API-based integrations across enterprise systems, including CRM, analytics, data services, internal applications and external platforms.

Strong understanding of backend integrations, enterprise dependencies, security and regulatory compliance in complex environments.

Proven ability to translate business requirements into scalable, resilient, secure and supportable solution designs.

Ability to take loosely defined business ideas, ask the right questions and guide stakeholders toward an effective technical solution.

Strong delivery track record, carrying solutions from early design through implementation.

Highly self-sufficient and mature, comfortable operating in complex enterprise environments.

Excellent communication and leadership skills, with the ability to engage business stakeholders, senior leaders, vendors, and technology and delivery teams.