TELUS Digital · 6 hours ago
Genesys Architect
Charlottesville, VA
Full-time
Hybrid
Senior Level
5+ years expTELUS Digital is an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers. As a Technical Architect - Genesys, you'll drive the design and delivery of transformative contact center solutions, lead architecture, mentor talent, and provide critical consulting to pre-sales teams.
Information Technology & Services
Responsibilities
Lead technical architecture and design for Genesys Cloud implementations across high-complexity projects, defining solution components, routing strategies, telephony (Cloud Voice / BYOC), integration patterns, and deployment strategies that align with client business objectives and platform best practices
Deliver select hands-on implementation and configuration of Genesys Cloud routing applications, API integrations, and bot deployments, while guiding engineers on complex build activities and ensuring architectural alignment
Provide technical leadership and consulting to delivery teams, guiding solution decisions, troubleshooting complex technical challenges in multiple environments, and ensuring architectural integrity throughout the implementation lifecycle
Support pre-sales activities by consulting with the sales team on technical feasibility, solution design, and architecture approaches during the proposal and discovery phases for prospective clients
Drive proof-of-concept (PoC) initiatives to evaluate and validate candidate architectures, emerging Genesys capabilities, integration tools, and third-party products that enhance the practice's solution offerings
Mentor and develop junior and intermediate team members, sharing deep expertise across the Genesys suite, fostering technical growth, and building internal capability within the Genesys CCaaS practice
Review and validate technical deliverables, including detailed design specifications, test plans, integration documentation, and deployment procedures to ensure functional completeness, technical accuracy, and adherence to architectural standards
Assess and remediate application stability and performance issues, applying analytical and troubleshooting skills to diagnose root causes, implement fixes, and optimize Genesys Cloud deployments for operational excellence
Qualification
Required
5+ years of hands-on experience with Genesys Cloud, including architecture, design, deployment, API development, and integration with various bot platforms
5+ years of experience with Genesys analytics and reporting capabilities, including custom data extracts, Analytics-as-a-Service (A3S), and data integration solutions
Deep technical expertise in developing Genesys Cloud routing applications, call flows, and orchestration logic for complex contact center use cases
Working knowledge of Unix/Linux environments with demonstrated ability to troubleshoot, trace logs, and diagnose technical issues across the Genesys Cloud platform
Experience administering and managing Genesys deployment pipelines, including CI/CD processes, version control, and environment promotion strategies
Comprehensive knowledge of the Genesys suite of applications and capabilities, with confidence to architect solutions across the full platform
Proven analytical, problem-solving, and troubleshooting skills with the ability to diagnose complex technical challenges and implement effective solutions
Excellent collaboration and communication abilities, with experience working effectively with diverse stakeholders and translating technical concepts for various audiences
Self-motivated and execution-focused, with demonstrated ability to work independently, operate nimbly in remote environments, and drive deliverables to completion
Passion for continuous learning and adaptability to emerging technologies, tools, and evolving Genesys Cloud capabilities
Preferred
Genesys Cloud CX Professional or Architect certification highly valued
Company
TELUS Digital
TELUS Digital crafts unique and enduring experiences for customers and employees, and creates future-focused digital transformations that stand the test of time.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Jeff Puritt
President & CEO
Beth Howen
Chief Transformation Officer
Recent News
2025-11-14
Company data provided by crunchbase