Designing and documenting solutions that are customer-centric, scalable, and integrated across various channels.
Selecting and integrating appropriate technologies to enhance the customer journey.
Providing technical leadership and guidance to development teams.
Ensuring adherence to architectural principles and standards.
Collaborating with stakeholders to translate business needs into technical solutions that improve CX.
Ensuring design activities follow best practice principles in line with the company architectural strategy.
Define and maintain the technical architecture for communication and CX solutions.
Design and document solutions for new initiatives and enhancements.
Integrate various platforms and systems with our Genesys platform.
Provide technical guidance and support to development teams.
Ensure adherence to architectural principles and security standards.
Collaborate with stakeholders across the business to gather requirements and feedback.
Monitor and optimise the performance and effectiveness of communication solutions.
Stay up-to-date on emerging technologies and trends in the CX and Genesys space.

Proven experience as a Technical/Communications Architect for CX solutions.
Experience with Unified Communications platforms, specifically Genesys.
Proficiency in UML documentation, Data Modelling, and Design.
Familiarity with Architecture frameworks (e.g., TOGAF).
Education: IT-related or relevant degree.
Genesys Certification:
Certification Genesys Cloud CX Professional.
Genesys Cloud CX Architect.
Genesys Cloud CX Developer.
IVR (Interactive Voice Response): Designing menus and self-service paths.
ACD (Automated Call Distribution): Creating routing logic (e.g., skill-based routing or predictive routing).
Bot Integration: Connecting AI bots into communication flows.
WEM & Analytics: Knowledge of Workforce Engagement Management (WEM) and reporting tools like Genesys Pulse or Performance Dashboards to measure contact center efficiency.
Methodology: Experience with Agile development methodologies.
Communication: Excellent communication and interpersonal skills.
Analytical: Strong problem-solving and analytical skills.

Communications Architect

Key skills