Senior Genesys Cloud CX Solution Architect

About Us

Condado is a specialized technology staffing and professional services firm focused on delivering high-impact talent for complex CCaaS (Contact Center as a Service) and enterprise technology engagements. We connect elite engineers and architects with Fortune 100 organizations undergoing mission-critical platform implementations and digital transformation initiatives. Our team operates at the intersection of technology and business outcomes — placing professionals who don't just fill seats, but move the needle on customer experience strategy.

Role Overview

We are seeking a Senior Genesys Cloud CX Solution Architect to lead the design and delivery of a high-impact Genesys Cloud CX implementation for an enterprise client. In this role, you will serve as the technical authority on the Genesys Cloud platform — owning the end-to-end solution architecture across routing, IVR, outbound dialer, reporting, and integrations. You will translate complex business and operational requirements into scalable, resilient contact center architectures that drive measurable CX outcomes.

This is a senior, client-facing role suited for a seasoned Genesys Cloud professional with deep architectural fluency, hands-on platform expertise, and the executive presence to lead technical conversations with enterprise stakeholders.

Key Responsibilities

Architect end-to-end Genesys Cloud CX solutions spanning inbound routing, IVR, outbound dialer, reporting/analytics, and integrations

Lead solution design sessions with client stakeholders, translating business requirements into platform-level architecture decisions

Design and oversee data extraction strategies leveraging the Genesys Cloud Analytics API, Platform API, conversation detail records, and event streaming

Architect event-driven integrations using the Genesys Cloud Notification Service and AWS EventBridge to downstream targets (S3, Lambda, Redshift, BI tooling)

Define and document the conversation, session, and segment data model approach for client reporting and analytics use cases

Own outbound dialer architecture, including campaign design, dial attempt extraction, and compliance considerations

Serve as the senior Genesys SME for both internal delivery teams and client-side technical leadership

Troubleshoot complex platform issues across routing, telephony, integration, and reporting layers

Produce architecture diagrams, integration specifications, and reference documentation

Support testing, UAT, cutover, and hypercare activities through to production stabilization

Requirements

7+ years in contact center / CCaaS solution architecture, with 4+ years hands-on Genesys Cloud (PureCloud) experience

Deep expertise across the Genesys Cloud platform: Architect (flows), routing, IVR, outbound dialer, reporting/analytics, WFM, QM, and omnichanne