Genesys Architect

Overview

Technical Architect – Genesys

Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas:
Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.

From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

Location and Flexibility:
Our Technical Architect - Genesys Cloud CX will be based remotely OR in one of our offices:
Boston, MA, Columbus, OH, Charlottesville, VA, or Durham, NC.

As a Technical Architect - Genesys
, you'll serve as a trusted technical leader driving the design and delivery of transformative contact center solutions built on Genesys Cloud. We seek an experienced architect with deep hands-on expertise who thrives at the intersection of complex problem-solving, client engagement, and technical innovation. You'll lead end-to-end architecture and oversee implementation for high-impact projects, mentor emerging talent within our Genesys practice, and provide critical technical consulting to our pre-sales teams.

This role demands both strategic thinking and a hands-on architectural approach—you'll design sophisticated integrations, troubleshoot complex technical challenges and guide clients and internal teams toward scalable, best-in-class solutions.

This role requires occasional travel to client sites and company offices to support delivery and collaboration.

• Lead technical architecture and design for Genesys Cloud implementations across high-complexity projects, defining solution components, routing strategies, telephony (Cloud Voice / BYOC), integration patterns, and deployment strategies that align with client business objectives and platform best practices.
• Deliver select hands-on implementation and configuration of Genesys Cloud routing applications, API integrations, and bot deployments, while guiding engineers on complex build activities and ensuring architectural alignment.
• Provide technical leadership and consulting to delivery teams, guiding solution decisions, troubleshooting complex technical challenges in multiple environments, and ensuring architectural integrity throughout the implementation lifecycle.
• Support pre-sales activities by consulting with the sales team on technical feasibility, solution design, and architecture approaches during the proposal and discovery phases for prospective clients.
• Drive proof-of-concept (PoC) initiatives to evaluate and validate candidate architectures, emerging Genesys capabilities, integration tools, and third-party products that enhance the practice's solution offerings.
• Mentor and develop junior and intermediate team members, sharing deep expertise across the Genesys suite, fostering technical growth, and building internal capability within the Genesys CCaaS practice.
• Review and validate technical deliverables, including detailed design specifications, test plans, integration documentation, and deployment procedures to ensure functional completeness, technical accuracy, and adherence to architectural standards.
• Assess and remediate application stability and performance issues, applying analytical and troubleshooting skills to diagnose root causes, implement fixes, and optimize Genesys Cloud deployments for operational excellence.

• 5+ years of hands-on experience with Genesys Cloud, including architecture, design, deployment, API development, and integration with various bot platforms.
• 5+ years of experience with Genesys analytics and reporting capabilities, including custom data extracts, Analytics-as-a-Service (A3S), and data integration solutions.
• Deep technical expertise in developing Genesys Cloud routing applications, call flows, and orchestration logic for complex contact center use cases.
• Working knowledge of Unix/Linux environments with demonstrated ability to troubleshoot, trace logs, and diagnose technical issues across the Genesys Cloud platform.
• Experience administering and managing Genesys deployment pipelines, including CI/CD processes, version control, and environment promotion strategies.
• Comprehensive knowledge of the Genesys suite of applications and capabilities, with confidence to architect solutions across the full platform.
• Proven analytical, problem-solving, and…