Genesys Architect
Technical Architect – Genesys
Who We Are
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
OurTechnical Architect - Genesys Cloud CX will be based remotely OR in one of our offices: Boston, MA, Columbus, OH, Charlottesville, VA, or Durham, NC.
The Opportunity
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.
Responsibilities
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.
Qualifications
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 troubleshooting skills with the ability to diagnose complex technical challenges and implement effective solutions.
Excellent collaboration and communication abilities, with experience working effectively with diverse stakeholders and translating technical concepts for various audiences.
Self-motivated and execution-focused, with demonstrated ability to work independently, operate nimbly in remote environments, and drive deliverables to completion.
Passion for continuous learning and adaptability to emerging technologies, tools, and evolving Genesys Cloud capabilities.
Genesys Cloud CX Professional or Architect certification highly valued.
Equal Opportunity Employer
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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