Job Description
This person will have technical authority responsible for defining, governing, and evolving the enterprise Genesys Cloud CX platform. This role establishes architectural standards, designs scalable and resilient solutions, and ensures alignment between business strategy, contact center operations, and cloud-native technologies. The Architect partners with executive stakeholders, engineering teams, and vendors to drive platform strategy, modernization, and long-term sustainability.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
• 7+ years of experience designing and delivering contact center solutions, with deep expertise in Genesys • Cloud CX architecture
• Proven experience leading enterprise-scale CCaaS architectures, including multi-region, multi-tenant, or multi-brand environments
• Strong background in cloud-native architecture, event-driven systems, APIs, and integration platforms
• Expert-level understanding of contact center operations, KPIs, routing strategies, and digital engagement models
• Demonstrated experience migrating from on-premise platforms (e.g., Genesys Engage, Avaya) to cloud-based CCaaS solutions
• Experience defining governance, standards, and architectural guardrails in large enterprise environments
• Comfort presenting architectural designs and trade-offs to executive, technical, and operational audiences
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related discipline — or equivalent experience
• Genesys Cloud CX certifications (Architect / Professional)
• Experience with AI-driven CX (IVA, speech analytics, real-time assist, copilots)
• Global delivery or multi-vendor ecosystem experience
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.