Your IT Future, Delivered

Senior Architect (CCaaS, Genesys Cloud)

With a global team of 5600+ IT professionals, DHL IT Services connects people and keeps the global economy running by continuously innovating and creating sustainable digital solutions. We work beyond global borders and push boundaries across all dimensions of logistics. You can leave your mark shaping the technology backbone of the biggest logistics company of the world. Our offices in Cyberjaya, Prague, and Chennai have earned #GreatPlaceToWork certification, reflecting our commitment to exceptional employee experiences.

Digitalization. Simply delivered.

At IT Services, we are passionate about SaaS, Cloud technologies and Customer focus. Our Telephony Solutions team is continuously expanding. You can always grow within our diverse environment.

#DHL #DHLITServices #GreatPlace #CCaaS #Genesys#WFM

Ready to embark on the journey? Here’s what we are looking for:

We are seeking an experienced Senior Architect with deep technical expertise in Genesys Cloud CX and Contact Center technologies. The ideal candidate brings 8+ years of hands on experience in enterprise Contact Center environments, with strong architectural, analytical, and leadership capabilities. This role is responsible for defining and owning the architectural strategy, governance, and long term technical roadmap for our enterprise-scale Genesys Cloud CX platforms.

The Senior Architect will collaborate closely with business stakeholders, product owners, and engineering teams to design and deliver scalable, secure, omnichannel, and AI driven customer engagement solutions.

Your role:

• Own the end-to-end architecture, governance, and technology roadmap of the enterprise Genesys Cloud CX platform.
• Design scalable, secure, and resilient Contact Center solutions leveraging Genesys Cloud CX capabilities across voice, digital channels, routing, queuing, WFM, and reporting.
• Lead architectural reviews, solution design workshops, and provide expert guidance to engineering and product teams.
• Assess business requirements and translate them into technical solution designs, integrations, and configuration blueprints.
• Champion omnichannel strategies including chat, email, messaging, social, and next-generation digital channels.
• Utilize AI-driven capabilities such as Genesys Cloud AI, Contact Center AI (CCAI), bots, NLP, and Dialog Engine to build intelligent automation and conversational experiences.
• Drive governance and standardization of architectural patterns, design frameworks, and best practices for CCaaS (Contact Center as a Service).
• Evaluate and integrate AppFoundry solutions, third-party platforms, and enterprise systems.
• Provide subject matter expertise in conversational design using Genesys Cloud Architect.
• Partner with business leaders to align technical solutions with strategic objectives, ensuring value creation and operational efficiency.
• Mentor engineers and technical teams, fostering a culture of innovation and continuous improvement.

Your skills:

• 8+ years of hands-on experience in Contact Center technology environments, with a strong focus on Genesys Cloud CX.
• Deep technical knowledge of:

Genesys Cloud CX platform

• CCaaS architecture and best practices
• Omnichannel communication flows
• Digital channels and routing strategies
• Workforce Management (WFM) principles and tools
• Conversational design with Genesys Cloud Architect
• Queuing, routing, and interaction models
• AI-driven automation, including bots, NLP, and Dialog Engine
• Proven experience designing and delivering large-scale enterprise Contact Center solutions.
• Strong understanding of cloud integration patterns, security considerations, and API-driven architecture.
• Excellent communication, stakeholder engagement, and leadership skills.
• Strategic thinking with strong architectural mindset.
• Ability to influence executives, business leaders, and cross-functional teams.
• Strong analytical and problem-solving abilities.
• Self-driven, proactive, and comfortable owning complex initiatives.
• Excellent documentation skills.

Nice to have skills:

• Active Genesys Cloud certification (strong advantage).
• Experience with CCAI, Genesys Cloud AI, or other Contact Center AI platforms.
• Familiarity with AppFoundry applications and cloud ecosystem integrations.
• Background working in Agile product and engineering environments.

An array of benefits for you:

• Hybrid work arrangements to balance in-office collaboration and home flexibility.
• Medical Insurance: Self + Spouse + 2 children. An option to opt for Voluntary Parental Insurance (Parents / Parent -in-laws) at a nominal premium covering pre existing disease.
• In House training programs: professional and technical training certifications.