Customer-S&S-Genesys Cloud Architect (CCaaS)-Manager, Technical Transformation

About the role

The Customer Team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, GenAI, transformative technologies, and creative design. We also offer Business Process as a Service, enabling organizations to streamline operations and achieve greater efficiency through scalable, technology-enabled managed insights that guide ongoing transformation and operational excellence.

What you'll do

• Design and lead the delivery of intelligent customer engagement solutions that combine Genesys Cloud CX with generative AI, conversational AI, and advanced analytics
• Translate complex client objectives into scalable, secure, and AI-enabled architectures
• Lead end-to-end solution architecture for Genesys Cloud CX engagements, including routing, IVR, digital channels, workforce engagement, and analytics
• Architect AI-driven experiences, including virtual agents, generative AI assistants, intent recognition, and self-service automation
• Design integrations with large language models and AI platforms (such as Azure OpenAI, Amazon Bedrock, Google Vertex AI

What you need

• 8–14 yrs of experience
• CRM
• LLMs
• Microsoft Dynamics
• Salesforce
• Azure
• Data privacy
• B.Sc or B.Tech or B.E. or BCA

Good to have

• AWS
• GCP
• REST APIs