Domain Architect - Cisco Contact Center

About the role

Domain Architect - Cisco Contact Center at HCLTech. Own the end-to-end solution architecture and design for the Enterprise Contact Center on Genesys Cloud CX, covering the core platform, agent experience.

What you'll do

• Own the end-to-end solution architecture and design for the Enterprise Contact Center on Genesys Cloud CX, covering the core platform, agent experience
• Design and govern edge server connectivity and the PSTN connectivity concept
• Architect omnichannel communication — voice, email, chat, and messaging — including routing strategies, IVR/IVA flows, queues, and priority handling
• Lead system integrations between Genesys and surrounding platforms: CRM (e.g., Dynamics 365), ServiceNow (ITSM/CMDB)
• Define and, where in scope, implement optional AI and machine-learning capabilities (virtual agents/bots, predictive routing

What you need

• CRM
• ServiceNow
• Microsoft Dynamics
• CI/CD
• Data privacy
• SOP writing
• Any graduate

Good to have

• Machine learning
• Terraform