Genesys Cloud CX Architect – Contact Center Transformation - Onsite role
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May 22, 2026, 10:32:58 AM (3 days ago) May 22
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Genesys Cloud CX Architect – Contact Center Transformation - Onsite role
Location: Newark, NJ
Job Description
Job Title
Genesys Cloud CX Architect – Contact Center Transformation
Department
Enterprise Architecture / Technology Strategy
Reports To
Director, Enterprise Architecture
Key Responsibilities
Architecture & Platform Design
• Define, maintain, and communicate the target-state and interim architecture for Genesys Cloud CX.
• Establish architectural standards, patterns, and design guardrails.
• Ensure alignment with Horizon enterprise architecture and modernization strategy.
Cross-Team & Vendor Coordination
• Serve as the primary architecture coordination point across Infrastructure, Application Development, IVR teams, and Genesys Professional Services.
• Review and influence architecture artifacts produced by Genesys and internal teams.
• Clarify architectural responsibilities and integration boundaries.
Integration & Enterprise Enablement
• Define integration architectures between Genesys Cloud and enterprise systems.
• Guide application teams on APIs and data flows without owning implementation.
• Partner with Infrastructure on security, connectivity, and resiliency architecture.
IVR, AI & Automation Architecture
• Provide architectural oversight for IVR, chatbot, and conversational experiences.
• Support AI-enabled capabilities aligned with enterprise AI governance.
• Coordinate with IVR and AI governance teams.
Governance, Risk & Continuous Improvement
• Participate in architecture governance forums and reviews.
• Identify architectural risks and technical debt.
• Support roadmap and sequencing decisions.
Required Qualifications
• 8+ years of experience in contact center or CCaaS architecture.
• Hands-on or lead architect experience with Genesys Cloud CX.
• Strong understanding of IVR, omnichannel routing, integrations, and compliance.
• Experience working in federated delivery models.
Preferred Qualifications
• Genesys Cloud certifications.
• Healthcare or regulated industry experience.
• Experience working with system integrators and professional services organizations.
Performance Expectations (30-60-90 Day Success Profile)
First 30 Days
• Understand Horizon’s contact center environment and delivery model.
• Review existing architecture artifacts and implementation plans.
• Build relationships across Infra, App Dev, IVR, Security, and Business teams.
Days 31–60
• Refine target-state and interim architecture designs.
• Establish architecture standards and guardrails.
• Provide architectural guidance across teams and Genesys partners.
Days 61–90
• Act as primary architecture authority for Genesys Cloud CX.
• Influence roadmap and sequencing decisions.
• Assess platform readiness and identify optimization opportunities.
Role Clarity
This role is responsible for architecture definition, integration design, standards, and governance. It is not responsible for infrastructure build, application or IVR development, or day-to-day Genesys administration.
Working Conditions
Hybrid work environment. Occasional vendor or stakeholder meetings may be required.
Location: Newark, NJ
Job Description
Job Title
Genesys Cloud CX Architect – Contact Center Transformation
Department
Enterprise Architecture / Technology Strategy
Reports To
Director, Enterprise Architecture
Key Responsibilities
Architecture & Platform Design
• Define, maintain, and communicate the target-state and interim architecture for Genesys Cloud CX.
• Establish architectural standards, patterns, and design guardrails.
• Ensure alignment with Horizon enterprise architecture and modernization strategy.
Cross-Team & Vendor Coordination
• Serve as the primary architecture coordination point across Infrastructure, Application Development, IVR teams, and Genesys Professional Services.
• Review and influence architecture artifacts produced by Genesys and internal teams.
• Clarify architectural responsibilities and integration boundaries.
Integration & Enterprise Enablement
• Define integration architectures between Genesys Cloud and enterprise systems.
• Guide application teams on APIs and data flows without owning implementation.
• Partner with Infrastructure on security, connectivity, and resiliency architecture.
IVR, AI & Automation Architecture
• Provide architectural oversight for IVR, chatbot, and conversational experiences.
• Support AI-enabled capabilities aligned with enterprise AI governance.
• Coordinate with IVR and AI governance teams.
Governance, Risk & Continuous Improvement
• Participate in architecture governance forums and reviews.
• Identify architectural risks and technical debt.
• Support roadmap and sequencing decisions.
Required Qualifications
• 8+ years of experience in contact center or CCaaS architecture.
• Hands-on or lead architect experience with Genesys Cloud CX.
• Strong understanding of IVR, omnichannel routing, integrations, and compliance.
• Experience working in federated delivery models.
Preferred Qualifications
• Genesys Cloud certifications.
• Healthcare or regulated industry experience.
• Experience working with system integrators and professional services organizations.
Performance Expectations (30-60-90 Day Success Profile)
First 30 Days
• Understand Horizon’s contact center environment and delivery model.
• Review existing architecture artifacts and implementation plans.
• Build relationships across Infra, App Dev, IVR, Security, and Business teams.
Days 31–60
• Refine target-state and interim architecture designs.
• Establish architecture standards and guardrails.
• Provide architectural guidance across teams and Genesys partners.
Days 61–90
• Act as primary architecture authority for Genesys Cloud CX.
• Influence roadmap and sequencing decisions.
• Assess platform readiness and identify optimization opportunities.
Role Clarity
This role is responsible for architecture definition, integration design, standards, and governance. It is not responsible for infrastructure build, application or IVR development, or day-to-day Genesys administration.
Working Conditions
Hybrid work environment. Occasional vendor or stakeholder meetings may be required.
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