- Lead end-to-end solution architecture for Genesys Cloud CX implementations and transformations.
- Define target-state contact center design, integration patterns, security models, and migration approaches.
- Design scalable omnichannel customer engagement solutions across voice, chat, email, SMS, messaging, and social channels.
- Create technical diagrams, specifications, solution design documents, and deployment roadmaps.
- Ensure solutions align with enterprise architecture standards, security requirements, and business objectives.
We strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a remote position open to qualified applicants in the United States. Regardless of your working arrangement, we are here to support a healthy work-life balance through our various wellbeing programs.
- Proven experience leading solution architecture and technical design for Genesys Cloud CX implementations.
- Strong background in designing and implementing omnichannel customer engagement solutions.
- Expertise in integration and API development with platforms such as Salesforce, Microsoft Dynamics 365, ServiceNow, CRM applications, core banking, mortgage servicing, payment, and identity/authentication systems.
- Demonstrated ability to lead technical workshops, establish coding standards, and drive troubleshooting of complex production issues.
- Experience ensuring solutions meet enterprise architecture standards, security requirements, and business objectives.
- Experience designing AI-driven customer experience solutions leveraging Genesys AI, predictive routing, agent assist, virtual agents, knowledge management, conversational AI, and journey analytics.
- Ability to partner with business teams to identify automation opportunities and drive operational efficiencies.
- Strong skills in architecting integrations and developing deployment governance frameworks.
- Advanced knowledge of workforce engagement management, quality management, performance management, conversation analytics, and speech/text analytics within Genesys Cloud.
- Excellent communication and leadership skills, with a track record of successful project delivery in complex environments.
The annual salary for this position is between $80,000p.a - $120,000p.a depending on experience and other qualifications of the successful candidate. This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans. Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
- Medical/Dental/Vision/Life Insurance
- Paid holidays plus Paid Time Off
- 401(k) plan and contributions
- Long-term/Short-term Disability
- Paid Parental Leave
- Employee Stock Purchase Plan
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About Cognizant:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
