Navan · 1 day ago
Contact Center Cloud Architect
United States
Full-time
Remote
Senior Level, Lead/Staff
$142K/yr - $264K/yr
8+ years expNavan is a fast-growing travel management company that is revolutionizing business travel. They are seeking a Principal Genesys Cloud Architect to lead the design and evolution of their Contact Center capabilities, ensuring scalable architecture and deep integrations with various business systems.
Business TravelFinancial ServicesPaymentsSoftware
Responsibilities
Architecture & Design: Leading the end-to-end architecture of Genesys Cloud CX, ensuring our global telephony, BYOC (Bring Your Own Carrier), and edge architecture can scale with Navan’s rapid global expansion
Complex Flow Logic: Designing and building advanced interaction workflows in Genesys Architect. You will move beyond standard routing to create dynamic, data-driven experiences across Voice, Chat, SMS, and WhatsApp
Deep Integrations: Architecting "smart" routing by leveraging Data Actions and RESTful APIs to connect Genesys with Navan’s proprietary backend, Salesforce, and other critical business systems
Business Alignment: Partnering with Support and Sales leadership to translate complex business requirements (e.g., custom VIP routing, follow-the-sun models) into functional technical designs
Innovation: Acting as the Subject Matter Expert (SME) for the Genesys platform, evaluating new features (AI/Bot flows, WEM, Predictive Routing) and advising the business on adoption strategies
Technical Governance: Establishing best practices for configuration management, documentation, and "DevOps for CX"—ensuring changes are tested and deployed safely
Performance Optimization: Analyzing interaction data to identify bottlenecks in the IVR or digital flows and implementing architectural changes to reduce friction and improve latency
Qualification
Required
8+ years of experience in Contact Center Technology, with a specific, deep focus on Genesys Cloud CX
Proven track record of designing global, multi-region contact center solutions (Voice & Digital)
Understanding of SIP, WebRTC, and network requirements
Expert in Genesys Architect, Data Actions, and Integration Hub
Comfortable working with JSON, REST APIs, and troubleshooting complex data dip failures
Strong grasp of scripting (JavaScript/Node.js) or middleware logic required to bridge gaps between CCaaS and CRMs
Excellent communication skills, with the ability to explain technical constraints to non-technical stakeholders and offer creative workarounds
Experience with Genesys WEM (Workforce Engagement Management) and analytics to drive architectural decisions
Experience working in an Agile/Scrum environment, managing technical debt while delivering new features at speed
Preferred
Genesys Cloud Certified Professional (GCP) certification is highly preferred
Company
Navan
Navan provides travel, expense, and corporate card management to automate manual processes and drive spend visibility.
1001-5000 employees
H1B Sponsorship
Navan has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (45)
2024 (22)
2023 (38)
Funding
Current Stage
Public CompanyTotal Funding
$2.25BKey Investors
Goldman Sachs Bank USACoatueGreenoaks
2025-10-30IPO
2025-04-07Convertible Note
2022-12-08Debt Financing· $400M
Leadership Team
Ariel Cohen
CEO and Co-Founder
Carlos Avelar
Account Executive
Recent News
PhocusWire
2026-01-03
2025-12-24
Company data provided by crunchbase